Mission

Ensure the planning, tracking, and monitoring of after-sales incidents, guaranteeing the correct prioritization, routing, scheduling, and follow-up of interventions, in coordination with Customer Care and After-Sales Service Managers, contributing to operational efficiency and customer satisfaction.

Job Responsibilities

1) Daily monitoring of the after-sales incident portfolio recorded in the relevant management systems, tracking the status of each incident and ensuring that information, history, priorities, and next steps are kept up to date.
2) Collaborate with After-Sales Service Managers in conducting macro and micro planning for service calls to help define priorities for action (e.g., criticality, impact on the customer, urgency, deadlines, and resource availability)
3) Ensure regular follow-up on incidents with internal stakeholders to promote compliance with defined deadlines;
4) Support and contribute to the preparation of interventions alongside After-Sales Service Technicians, ensuring sufficient information is available for on-site execution;
5) Produce and develop maps, reports, and operational indicators to monitor after-sales activity;
6) Contribute to the continuous improvement of the area (e.g., processes, workflows, templates, prioritization criteria, and tools), promoting the standardization of practices between internal and external interventions, with a view to greater predictability and traceability of processes. 

Job Requirements

• Professional Experience: 3 to 5 years
• English (Intermediate)

Education

•  Technical/vocational or college degree in Management, Office Administration, Civil Engineering, or a similar field

Certifications / Requiered Licenses

•  Proficiency in Infraspek (preferred)