Sr After Sales Technical Specialist (Remote)

Key Responsibilities:

Customer After-Sales Technical Support

• Respond to dealer and retailer inquiries via phone or on-site visits, assisting with product usage, maintenance, troubleshooting, functional testing, and repairs.
• Prepare after-sales technical resources, including FAQs, repair manuals, and disassembly videos, and conduct technical training sessions (online or on-site) for dealers and retailers.
• Provide stores with a list of commonly used spare parts/accessories, guide customers in placing orders, manage safe inventory levels, and address issues with slow-moving stock.

Managing Customer After-Sales Needs, Issues, and Relationships

• Collaborate with dealers and retailers to identify specific after-sales needs, design corresponding solutions, and develop standardized after-sales procedures, including training.
• Gather and report after-sales issues, such as product quality concerns or suggestions for policy and process improvements, while driving internal optimization initiatives.
• Conduct regular customer visits to build and maintain strong after-sales relationships, improve satisfaction, and ensure the stability of long-term partnerships.

Management and Support of After-Sales Service Providers

• Oversee local after-sales service providers in France, including repair and refurbishment contract negotiations, KPI monitoring, and improving repair turnaround times and quality.
• Organize technical training for repair and refurbishment teams, ensure smooth onboarding for new products, troubleshoot technical issues, and maintain company repair standards.
• Manage spare parts inventory, including regular checks and scrapping processes, ensuring timely supply and cost-effective inventory management.

Qualifications:

• Bachelor’s degree in Mechanical Engineering, Eletrical, Automation or a related field.
• Strong Customer Service and Communication Skills: Capable of providing training, addressing issues, and leveraging technical expertise to promptly resolve after-sales challenges.
• Experience in After-Sales for Consumer Electronics Products: A minimum of 3 years of experience in after-sales service within consumer electronics sector, with familiarity with after-sales processes and customer expectations in France and the EU.
• Ability to Perform Under Pressure: Demonstrates effectiveness in managing stress or emergencies while ensuring timely delivery of customer solutions.
• Willingness to Travel Across the EU
• Proficiency in English and French

What We Offer:

• Competitive salary and benefits package. Opportunities for career growth and advancement within the company.
• A dynamic and supportive work environment. The chance to make a significant impact on the company’s growth and success.