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Aftermarket Assistant

Summary

Salary
€ competitive
Team
Supply Chain and Logistics
Location
Cologne - Germany

Description

The Aftermarket Assistant will be the primary contact for our contact center teams as well as our repair partner in Germany.

He/she will be responsible for ensuring daily support to both contact center and repair partner with regards to service request management. He/she will be responsible for ensuring we deliver the best service level from an Aftersales perspective, with the support of the Aftermarket Coordinator.

He/she will be in charge of monthly reporting.

The role will require an in-depth understanding of the aftermarket processes as well as IT systems in order to drive performance /efficiency improvement plans.

Opportunity to be part and to engage to aftermarket projects/initiatives will ensure the role has a balance of day-to-day activities as well as improving operations for the future.

The role will be located in our Cologne office; he/she will have to visit our repair center regularly.


Accountabilities

  • Manage repair partner on a daily basis to ensure Service Level Agreement is achieved as well as Happy Owners Policy applied
  • Be the 1st point of contact for our repair partner on a daily basis for any topic related to spare parts shortages/ capacity matters/ IT issues
  • Responsible for monthly reporting
  • Ensure systems update /maintain master data  in SAP / Mange Prices and PO vendor
  • Be the 1st point of contact for our German/Austrian contact centers team leaders
  • Responsible to lead any process improvement plan at repair center and within the Aftermarket Sphere with our contact center.
  • Support the Aftermarket Coordinator on any initiative to improve NPS

Skills

  • Fluent in German and English (verbal and written)
  • Analytical skills
  • Organized and structured
  • Results oriented
  • Strong team player
  • Willing to understand in-depth processes and systems
  • Energetic/engaging and positive attitude
  • Very good knowledge of Excel
  • Min 2 years’ experience preferably working in a high performing organization
  • First customer service/aftermarket experience through study or practical application would be a plus

Benefits

• 30 days holiday• Pension scheme• Company bonus scheme• Relaxed dress-code• Subsidized sport activities• Free on-site parking or subsidized job ticket• Discount on Dyson machines and Corporate Benefits• Fruits, coffee, tea, water, snackbox and ice cream • Christmas and summer parties, Carnival• 24/7 accident insurance