After-Sales Support Analyst

Description

Job Summary: Coordinate and supervise technical service and after-sales operations, ensuring compliance with KPIs and smooth communication with customers and technicians. Key Responsibilities: 1. Coordination of technicians and authorized service centers. 2. Monitoring of after-sales KPIs and spare parts management. 3. Support in auditing and service quality. ### **This is how you become WOW at Kärcher** * Schedule all Service Technicians (Workshop and Field). * Coordinate with Authorized Service Centers (ASCs) the execution of scheduled activities and monitor their completion. * Support the audit and classification process of Authorized Service Centers. * Ensure compliance with After-Sales Management Key Indicators (KPIs) (execution times, productivity, NPS, billing). * Coordinate with the logistics department on planning, availability, and timely dispatch of spare parts, accessories, and detergents. * Monitor the *phase in* and *phase out* processes of products to ensure spare parts availability. * Review equipment intake and dispatch processes at Kärcher Centers’ workshops. * Generate case status reports in the CRM and conduct continuous follow-up. * Ensure smooth and timely communication with customers, technicians, and Authorized Service Centers. * Support the management of Kärcher’s Service Quality System (KSS), the Flat Rate program, and warranty processes jointly with the LATAM team. **You’d be WOW if you brought this:** * University degree, technical diploma, or ongoing studies in Business Administration, Administrative Management, Industrial Engineering, Industrial Maintenance, Mechanical Engineering, Mechatronics, Electrical Engineering, or related fields. * Experience in similar roles involving scheduling, control, and follow-up of service activities, as well as coordination among technicians, customers, and suppliers. * Intermediate to advanced Excel skills and proficiency with Google tools. * Knowledge or experience with CRM and SAP (desirable). * English level B1 (desirable). * Strong organizational and execution capabilities, excellent communication skills, customer orientation, and results-driven mindset. **Want to create a WOW with us?** Simply apply online and provide your contact details. We’re excited to meet you! **Together for a cleaner world | Together towards a clean world.**