SERVICE ADMINISTRATION HEAD - Cesam Aftersales

Job Offer: HEAD OF AFTER SALES SERVICE ADMINISTRATION Service Center

Job Objective: To direct and manage the operation of the Aftersales Service Center, ensuring compliance with billing, customer service, and satisfaction objectives, as well as the correct management of warranties, returns, spare parts, inventories, and invoicing. You will be responsible for supervising the administrative team of the Service Center and coordinating the operation of the Mikel's Authorized Service Centers (CESAM) nationwide, ensuring compliance with the standards established by the organization.

Main Responsibilities:

• Direct the administrative operation of the Aftersales Service Center and establish key performance indicators (KPI).
• Ensure compliance with the monthly billing objective for services, repairs, and spare parts.
• Supervise and develop Customer Service, Returns, Spare Parts, and Control personnel.
• Coordinate service to customers, distributors, authorized stores, and commercial areas.
• Manage and authorize processes for warranties, returns, physical exchanges, and credit notes.
• Supervise response times and solutions for repairs, returns, and warranties.
• Control the inventory of spare parts, consumables, equipment, and materials in custody.
• Manage the purchase of spare parts and consumables necessary for the operation.
• Supervise daily closings, invoicing, and cost recovery related to warranties.
• Analyze the causes of returns and warranties to generate improvement actions.
• Supervise the operation and quality of service of the Mikel's Authorized Service Centers (CESAM) nationwide.
• Evaluate compliance with service standards and customer satisfaction.
• Prepare and present service, billing, returns, and warranty indicators to the Operations Directorate.
• Address and resolve customer complaints and non-conformities, defining solutions in accordance with company policies.

Requirements:

Completed Bachelor's degree in Administration, Industrial Engineering, Marketing, or a related field. Graduated or intern. Minimum 3 years of verifiable experience in Service Center administration, Aftersales, or related areas.

Key Knowledge:

• Service Center / Aftersales Administration.
• Warranty and returns management.
• Inventory and service warehouse control.
• Invoicing, closings, and credit notes.
• Management and monitoring of service KPI.
• Customer service and attention.
• Handling of Excel and ERP systems.
• Counter sales and spare parts processes.
• Desirable knowledge in waste management, SCRAP, and processes related to technical service.

Necessary Skills:

• Leadership and team management.
• Decision making.
• Negotiation and resolution capacity.
• Planning and organization.
• Information and indicator analysis.
• Problem solving.
• Customer and service orientation.
• Discipline and adherence to processes.
• Effective communication.
• Ability to work with objectives and results

We Offer:

gross salary Transportation assistance vouchers dining service savings fund savings bank benefits above the law

Join our team! 'We promote an environment of respect, inclusion, and non-discrimination on the grounds of race, nationality, age, gender, marital status, sexual orientation, ideology, religion, or other personal, physical, or social condition'.

-Requirements-

• Minimum education: Higher education - Bachelor's degree
• 2 years of experience
• Languages: English
• Age: between 30 and 40 years
• Availability to travel: Yes

Keywords:

lider, jefe, gerente, manager, director, chief, lead, jefatura, regente, intendencia, administration, quartermaster, administracion, service