Service Operations Manager
vor 3 Wochen
Company: TAG Heuer
- Country / Region : Switzerland
- City : La Chaux-de-Fonds
- Business group: Watches & Jewellery
- Contract type: Permanent Job
- Function: Manufacturing
- Experience required: Minimum 5 years
- Reference No.: TAGH01479
- Date of publication: 2023.06.12
POSITION
Under the responsibility of the International After Sales Service Director, the Service Operations Manager oversees the coordination and follow-up of the international repair activity. You will lead a team of 10 professionals, including the service administration team and the spare parts sales team. Your main missions will include supporting external and internal service centers, maintaining, and upgrading processes, implementing the brand's service policy, and manage supply chain strategies for both services and spare parts. A strong collaboration with the Technical & Transformation teams, together with the service centers, will be key to foster a culture of continuous improvement and exceptional customer service.
**Key Responsibilities**:
- Train, mentor, and motivate a team of 10 professionals, including the service administration team and the spare parts sales team to support the international repairs network (Modern, Vintage, Haute Horlogerie & Connected Watches)
- Coordinate, follow-up, and escalate when necessary, customers complains and IT bugs
- Update, implement and train internal & external service centers on the brand's service policy and processes globally, to ensure smooth operations and enhance efficiency.
- Design and maintain pricing and distribution models for services and spare parts.
- Collaborate with the supply chain & logistics teams to ensure timely delivery of services watches & spare parts, stock management, and maintain strong relationships.
- Monitor and analyze key performance indicators to drive continuous improvement in service operations.
- Support the Sales teams to develop and train on after-sales service processes in store that enhance customer loyalty and drive business growth.
PROFILE
Master's degree in Business Administration, Operations Management, or a related field.
Proven experience in after-sales service management and/or international supply chain with a strong interest for watchmaking.
Strong leadership abilities with experience in managing teams with a positive mindset.
Strong analytical and problem-solving skills, with the ability to make sound decisions under pressure.
Excellent organizational and time management abilities, with a keen eye for detail.
Proficient in using computerized systems and software related to operations (ERP such as SAP), customer service (Sales Force) and data crunching through Power BI.
Available for international travels about 3 times a year for one to two weeks.
Proficient in writing & speaking in both French and English. Additional language skills are a plus.
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