Overview
This position is crucial to ensure the quality of Mitel's repair business and related revenue and is key to coordinate the interface with Mitel's largest 3rd party repair service provider including performance and fulfilment management.
Moreover, this position is working on important projects to facilitate and simplify Mitel's customer facing repair service processes and to control & optimize customer satisfaction of Mitel's repair services.
Responsibilities
•Manage After Sales related improvements and optimizations
•Cost control of repairs, including invoice verification as well as releases for payment and further communication
•Support in negotiations with repair centres
•Evaluation and definition of the repair processes and the corresponding logistics
•Development and implementation of key performance indicators (KPIs) at the respective repair centres
•Coordinating international customer and market requirements for the repair business in cooperation with product management and the sales organization
•Reporting and statistics (repairs, back-ups, etc.) and coordination of the repair statistics from the repair centres with the internal interfaces
•Optimization of transport processes for the repair business and related costs
•Support the After Sales in case of clarification and implementing necessary improvements in the repair process and reverse logistics processes
•Conducting and evaluating customer satisfaction surveys
•Support for the development and implementation of tools for the control of optimized After Sales processes
•Support the procurement of repair-relevant spare parts to ensure the repair process
•Develop sustainability activities and related reporting
Requirements
•Experience of project management
•Experience in dealing professionally with suppliers and customers
•Excellent organizational skills, an independent, pragmatic way of working and solution orientation
•Very good communication skills
•Very good MS Office and Excel knowledge
•Good knowledge of SAP
•Fluent English
