Customer Service Technical Project Manager

  • Company: TAG Heuer HQ
  • Country/Region: Switzerland
  • Business group: Watches & Jewelry
  • Contract type: Permanent Job
  • Function: Supply Chain
  • Experience required: Minimum 2 years
  • Reference No.: TAGH00552
  • Date of publication: 2019.10.07

Position

To strengthen our Customer Service team in La Chaux De Fonds, we are looking for a talented:

 Customer Service Technical Project Manager (M/F)

Reporting directly to the International After Sales Service Director, the Customer Service Technical Project Manager will be repair centers main contact regarding quality feedback coming from the whole product range: quartz, mechanical and connected watches. He is responsible for the follow-up of the complaints, their handling and resolution in coordination with the various departments of the manufacture. He will also lead all the projects that contribute to improve operational performance within the global service network.

Main tasks:

  • Implementation of a continuous improvement approach to help reaching the operational excellence of repair centers: monitoring of KPIs (deadlines and quality), prioritization of actions and projects

 

  • Support and follow-up of customer complaints: qualification of defects (severity, frequency, origin), follow-up of corrective action plans, assistance in the implementation of solutions in local after-sales services

 

  • Definition and publication of customer service guidelines and quality information for repairers, and establish an effective communication system both up and down

 

  • Design and maintain reports related to the repair network activity through relevant indicators

 

  • Conduct audits of internal and external service workshops to objectively evaluate the quality of services, equipment, operating processes, and skill level

 

  • Participate in the implementation of a global service policy that aims to improve the satisfaction of our customers

 

  • Offer expertise and support to the markets but also occasionally to the administration of the repairs, the training and the workshop

Profile

Watchmaking CFC or equivalent, completed by a higher education (Technician ES, HES or equivalent)

  • 3 to 5 years of relevant experience in projects management in a After Sales Service department
  • Very good planification and organizational skills
  • Excellent knowledge of IT tools and databases
  • Ability to analyse and write reports and procedures
  • Great autonomy
  • Very good communicator both oral and written, team player, energetic and business oriented
  • Comfortable with both French and English
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Watches & Jewelry

The most recently established of the Group's activities, the Watches & Jewelry sector brings together leading Houses with complementary positions.

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