Senior Service Operations Specialist(J10319)

Responsibilities： 1. Customer After-Sales Technical Support 1.1. Provide after-sales support by answering calls from dealers and retailers or offering on-site guidance, assisting customers with product use, maintenance, troubleshooting, functional testing, and repairs. 1.2. Provide after-sales technical materials such as FAQs, repair manuals, disassembly videos, etc., and conduct online or on-site after-sales technical training for dealers and retailers. 1.3. Develop and provide lists of commonly used spare parts/accessories for stores, guide customers in parts ordering, manage safe inventory, and address slow-moving stock issues. 2. Customer After-Sales Needs, Issues, and Relationship Management 2.1. Coordinate with dealers and retailers to clarify specific after-sales needs, develop and communicate corresponding after-sales solutions, and establish and train standardized after-sales processes. 2.2. Collect and report after-sales issues, including product quality, policy changes, process optimization, etc., and drive the implementation of internal improvements and optimization measures. 2.3. Regularly visit customers to maintain and strengthen after-sales relationships, enhance customer satisfaction, and ensure the stability of long-term partnerships. 3. After-Sales Service Provider Management and Support 3.1. Manage local after-sales service providers in France, including contract negotiations for repair and refurbishment services, KPI assessment, and monitoring and improving the TAT and quality of repairs and refurbishments. 3.2. Organize and implement technical training for repairs and refurbishments, guide service providers onboarding for new products, resolve technical issues, and ensure repair quality meets company standards. 3.3. Manage spare parts, including inventory checks and scrapping management, ensuring timely and accurate supply of spare parts and optimizing inventory costs. 4. Other After-Sales Related Tasks Qualifications： 1.1. Proficient in English and French as working languages: Ability to communicate fluently in English and French with customers, partners, and internal teams. 1.2. Strong customer service and communication skills: Ability to provide training, solve problems, and possess solid technical knowledge to quickly respond to and resolve customer after-sales issues. 1.3. After-sales service experience in smart home or consumer electronics products: At least 3 years of after-sales experience in smart home or consumer electronics, familiar with after-sales processes and customer expectations in France and the EU. 1.4. Ability to work under pressure: Ability to work effectively under pressure or in emergency situations, ensuring timely fulfillment of customer needs. 1.5. Willingness to travel within the EU: Willing to travel within France and the EU based on business needs, maintaining good relationships with customers and service providers in different regions.

Location: Paris, FR

Posted Date: 1/13/2025