Post-Sales Experience Manager

Description

Job Summary: Leads the B2B hardware distribution post-sales experience, ensuring agile solutions, operational control, and strategic customer retention. Key Highlights: 1. Lead and optimize post-sales experience and customer service processes. 2. Manage service metrics and drive continuous improvement. 3. Coordinate cross-functional teams to resolve complex cases. Post-Sales Experience Manager: Leads the national B2B hardware distribution post-sales experience for computers, ensuring agile solutions, operational control, and strategic customer retention. Job Objective: Lead and optimize post-sales experience, returns, warranties, complaints (PQR), and operational follow-up processes, ensuring high customer satisfaction levels, achievement of KPIs, and continuous improvement, aligned with the company’s internal policies. Main Responsibilities: * Lead the end-to-end post-sales experience and customer service process * Supervise and ensure proper handling and resolution of customer complaints through in-person and digital channels * Coordinate returns, warranties, replacements, and follow-up on special cases * Manage service metrics (SLA, response times, recurrence rates, and customer satisfaction) * Analyze statistics, trends, and root causes to implement operational improvements * Coordinate with commercial, logistics, warehouse, and technical support teams to resolve cases * Implement controls to reduce post-sales errors, losses, and costs * Lead PQR tracking and management * Generate management reports and improvement proposals for senior leadership * Ensure compliance with internal return and warranty policies Key Competencies * Fluent verbal and written communication * Analytical thinking and decision-making for conflict resolution * Innovation and continuous improvement * Cross-functional communication * Results orientation * Leadership, planning, and organization * Stress management Ideal Work Experience * 3–5 years in post-sales, warranties, returns, or technical customer service * Experience in B2B technology, electronics, or telecommunications operations * Experience leading SAC (Customer Service) or post-sales teams * Experience analyzing cases and making operational decisions * Proficiency in CRM, ticketing platforms, or SAP Business One Highly Valued * Experience in technology distribution * Knowledge of computer or networking spare parts and accessories * Experience with RMA warranty processes * Experience in quality management * Experience in e-commerce or B2B channels Tools * Degree in Business Administration, Industrial Engineering, Logistics, Post-Sales Service, or related fields. * Intermediate or advanced Excel skills * Proficiency in CRM and service ticketing systems. * Preferred: Experience with SAP Business One (SAP B1) and hardware handling. * Strong organizational and follow-up capabilities Conditions * Salary: COP $3,550,000 + statutory benefits * Indefinite-term contract * On-site work – Bogotá * Schedule: Monday–Thursday 7:30 AM–5:30 PM / Friday 7:30 AM–4:30 PM If you are passionate about optimizing processes, leading teams, and creating high-level post-sales experiences in the technology sector, we want to meet you!. -Requirements- Minimum Education: University Degree / Professional Program 3 years of experience Knowledge: Team management, Continuous improvement, ERP SAP, Microsoft Excel, Customer service administration Keywords: leader, manager, head, director, chief, lead, leadership, supervisor