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Supervisor After Sales Service

vor 1 Monat

Fribourg, Schweiz Tiffany & Co Vollzeit

POSITION

FRENCH

**Key Accountabilities**:

- Superviser l’équipe d’horlogers et administrative.
- Participer à la définition de la stratégie mondiale du service après-vente, aux prévisions de vente, d’achat, d’approvisionnement et de distribution pour 5 zones (Europe, USA, Asie-Pacifique, Moyen-Orient et Japon) des pièces de rechange, y compris à la définition des typologies des réparations et de leur tarification mondiale.
- En charge e la plateforme de commande des pièces de rechanges avec les partenaires informatiques internes et externes, du développement des futurs modules et de sa bonne gestion/exécution.
- Planifier les achats de pièces de rechange pour notre stock, afin de maximiser la disponibilité des composants pour l’entretien des montres à l’échelle mondiale.
- Coordonner le réseau mondial de centres de service agréés et suivi relationnel des performances, négociations de ressources dédiées, développement de formations techniques et participer/gérer l’évaluation initiale à 360° de chaque nouveau centre de service ainsi que les évaluations annuelles de tous les centres de service existants.
- Responsable du suivi de la maintenance de nos montres stock dans le monde, ainsi que de son l’exécution et bon déroulement.
- Travailler en partenariat avec le responsable de l’assurance de la qualité pour veiller à ce que les problèmes détectés lors du flux de réparation soient partagées et solutionnées dans le cadre de l’amélioration continue. En coordination avec le responsable AQ, revoir fréquemment les exigences de qualité et les procédures.
- Superviser la communication service clients.
- Participer aux analyses de risques des nouveaux produits (AMDEC) et réaliser le développement des nouveaux produits pour la partie SAV sur l’ensemble des besoins tels que type de nomenclatures, approvisionnement en composants, outillages nécessaires, documentations techniques, publication sur l’intranet.
- Établir et surveiller les indicateurs clés de performance pour mesurer la performance du service après-vente interne et externe, temps moyen des réparations MTTR, temps moyen avant défaillances, taux de défaillances, efficacité des réparations (temps moyen entre deux défaillances), productivité de l’équipe et autres indicateurs pertinents pour le pilotage des opérations
- Être force de proposition et/ou participer activement à des projets de développement du service.
- Participer et proposer le budget du service après-vente incluant les achats de composants, de la sous-traitance, des outils et formations.

**Required Qualifications**:

- Formation d’Ingénieur, Technique ou titre équivalent.
- Expérience de plusieurs années de la gestion d’un département SAV de dimension international.
- Minimum de 5 ans d’expérience dans la gestion d’une équipe.
- Excellentes connaissances techniques horlogères.
- Expérience confirmée en Gestion de projets
- Expérience avec un ERP + MS Office (Excel avancé)
- Esprit analytique, force de proposition, autonomie, rigueur
- Excellentes compétences de communication et compétences en matière de relations avec les clients et de résolution de problèmes
- Personnalité ouverte et dynamique, esprit d’initiative et souplesse
- Vous maîtrisez parfaitement le français et l'anglais, de manière à pouvoir communiquer en autonomie avec les centres de service et réseau de boutiques à l'étranger.

ENGLISH

The After Sales Service Manager plays a key role in participating in and overseeing the implementation of the global After Sales Service strategy definition. He/she also leads the watchmaking and administrative team of the after-sales service and, as such, is responsible for the smooth running of operations as well as the quality of repairs and the respect of repair deadlines and times. He/she supervises the inventory of after-sales components and anticipates/plans restocking orders as well as those for new collections. Finally, he/she ensures that the after-sales service department operates at the highest possible level of efficiency in terms of economic performance and investment in inventory. In this rich and interesting environment, the challenges are organizational and always oriented towards improvement.

**Key Accountabilities**:

- Supervise the team of watchmakers and administrative staff.
- Participate in the definition of the global after-sales service strategy, sales, purchasing, supply and distribution forecasts for 5 zones (Europe, USA, Asia-Pacific, Middle East and Japan) for spare parts, including the definition of repair typologies and their global pricing.
- In charge of the spare parts ordering platform with internal and external IT partners, the development of future modules and its proper management/execution.
- Plan spare parts purchases for our inventory to maximize the availability of components for watch maintenance worldwide.
- Coordinate the global n

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