Head of Aftersales Services
Department: Supply Chain and Logistics - Aftersales Services
Location: Kyiv / remotely.
Position Overview: PocketBook, a leading innovator in e-readers and digital reading solutions, is seeking a Head of Aftersales Services. This key leadership role is designed for a strategic thinker who can manage our global aftersales services, ensuring the highest levels of customer satisfaction and operational efficiency. The successful candidate will oversee everything from warranty policy development to the management of our global service network, collaborating closely with manufacturers, service providers, and internal teams.
Main Responsibilities:
Manage planning, budgeting, and execution of aftersales services.
Consolidate a rolling forecast for components and spare parts, identifying gaps and estimating impacts to formulate action plans.
Drive aftersales cost and quality management, implementing cost-saving projects and strategic innovations to enhance efficiency and customer satisfaction.
Lead the team with a focus on training, developing leadership skills, and fostering a culture of accountability and solution fulfillment.
Develop warranty and aftersales policies for PocketBook branded products, including global B2C and specific B2B solutions.
Expand service coverage internationally, securing new service partners/providers and supporting existing partners in over 20 countries.
Design dedicated service/aftersales schemas for B2B clients and special projects, ensuring seamless integration and effectiveness.
Work closely with manufacturers in China to oversee production and quality control processes.
Manage the global stock of spare parts/service units in collaboration with the Logistics Department, ensuring optimal availability and distribution.
Oversee the production process of Refurbished Products, maintaining high standards at all stages.
Maintain main metrics of defective rates/returns/RMAs, analyzing reporting data for continuous improvement.
Investigate defects, issues, problems, errors, and failures of PocketBook devices to find effective solutions.
Contribute valuable technical/mechanical insights into new model development in collaboration with R&D.
Collaborate closely with the Contact Center to ensure cohesive customer support.
Draft contracts and agreements related to aftersales services, warranty obligations, and partnerships with service providers.
General Requirements:
Minimum 2 years of experience in a similar role, preferably in the tech or electronics sector.
High proficiency in English; Knowledge of other languages (German, Spanish, France, Chinese, Italian) is a plus.
Proven track record of managing relations with foreign partners / suppliers, preferably in China and EU.
Skilled in MS Office and capable of managing complex databases.
Strong analytical skills and ability to manage stressful situations effectively.
Experience in drafting contracts and agreements related to aftersales services
What We Offer:
A challenging and rewarding role in a global market leader.
The opportunity to work with cutting-edge technology and contribute to the development of innovative products.
A supportive and dynamic work environment where you can grow professionally.
Competitive salary and benefits package, reflective of your experience and the value you bring to the team.
How to Apply: If you’re driven by innovation, customer satisfaction, and have a passion for technology, we’d love to hear from you. Please submit your CV and a cover letter explaining why you're the perfect fit for the Head of Aftersales Services at PocketBook.
Join us at PocketBook, where your work impacts the reading experience of millions around the globe.
Location: Kyiv / remotely.
Position Overview: PocketBook, a leading innovator in e-readers and digital reading solutions, is seeking a Head of Aftersales Services. This key leadership role is designed for a strategic thinker who can manage our global aftersales services, ensuring the highest levels of customer satisfaction and operational efficiency. The successful candidate will oversee everything from warranty policy development to the management of our global service network, collaborating closely with manufacturers, service providers, and internal teams.
Main Responsibilities:
Manage planning, budgeting, and execution of aftersales services.
Consolidate a rolling forecast for components and spare parts, identifying gaps and estimating impacts to formulate action plans.
Drive aftersales cost and quality management, implementing cost-saving projects and strategic innovations to enhance efficiency and customer satisfaction.
Lead the team with a focus on training, developing leadership skills, and fostering a culture of accountability and solution fulfillment.
Develop warranty and aftersales policies for PocketBook branded products, including global B2C and specific B2B solutions.
Expand service coverage internationally, securing new service partners/providers and supporting existing partners in over 20 countries.
Design dedicated service/aftersales schemas for B2B clients and special projects, ensuring seamless integration and effectiveness.
Work closely with manufacturers in China to oversee production and quality control processes.
Manage the global stock of spare parts/service units in collaboration with the Logistics Department, ensuring optimal availability and distribution.
Oversee the production process of Refurbished Products, maintaining high standards at all stages.
Maintain main metrics of defective rates/returns/RMAs, analyzing reporting data for continuous improvement.
Investigate defects, issues, problems, errors, and failures of PocketBook devices to find effective solutions.
Contribute valuable technical/mechanical insights into new model development in collaboration with R&D.
Collaborate closely with the Contact Center to ensure cohesive customer support.
Draft contracts and agreements related to aftersales services, warranty obligations, and partnerships with service providers.
General Requirements:
Minimum 2 years of experience in a similar role, preferably in the tech or electronics sector.
High proficiency in English; Knowledge of other languages (German, Spanish, France, Chinese, Italian) is a plus.
Proven track record of managing relations with foreign partners / suppliers, preferably in China and EU.
Skilled in MS Office and capable of managing complex databases.
Strong analytical skills and ability to manage stressful situations effectively.
Experience in drafting contracts and agreements related to aftersales services
What We Offer:
A challenging and rewarding role in a global market leader.
The opportunity to work with cutting-edge technology and contribute to the development of innovative products.
A supportive and dynamic work environment where you can grow professionally.
Competitive salary and benefits package, reflective of your experience and the value you bring to the team.
How to Apply: If you’re driven by innovation, customer satisfaction, and have a passion for technology, we’d love to hear from you. Please submit your CV and a cover letter explaining why you're the perfect fit for the Head of Aftersales Services at PocketBook.
Join us at PocketBook, where your work impacts the reading experience of millions around the globe.
About Pocketbook
PocketBook is the world's 3rd largest manufacturer of premium electronic readers based on E Ink technology ("electronic paper")Company website:
https://pocketbook.ch/en-ch
DOU company page:
https://jobs.dou.ua/companies/pocketbook-international-sa/
Job posted on
10 April 2024
67 views 8 applications
67 views 8 applications
$1500-2200
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