Aftersales Process Engineer

For our Milan HQ, we are looking for a brilliant and enthusiastic After Sales Process Engineer who will be responsible for mapping and optimizing the entire after-sales process, with a particular focus on Process Improvement. This role will involve the analysis, the design and the implementation of solutions to optimize workflows related to the after-sales service, monitor KPIs, and develop continuous improvement initiatives to maintain the high-quality standards of the Maison.

Do you match this profile?

• Bachelor’s degree in Business, Engineering, or a related field.
• Proven experience in Process Improvement activities (3+ years); a focus on after sales projects and a background in a luxury environment is considered a plus
• Strong understanding of process optimization methods (Lean, six Sigma…), with a focus on analysis and management of Business performance
• A preferred knowledge of ERP software and data analysis tools (SAP, Power BI)
• Fluent in Italian and English
• Excellent communication and interpersonal skills, with a strong problem solving attitude
• Ability to work cross-functionally and manage multiple stakeholders 

If so, apply for this job!

What do we expect from you?

• Analyzing existing After-sales processes and identifying improvement opportunities to enhance service quality.
• Mapping the After-sales repair network in different markets and analyzing its performance and capabilities.
• Developing and implementing a structured process for managing repairs and After-sales issues to ensure timely, high-quality service.
• Establishing and monitor KPIs related to repair turnaround times, customer satisfaction, and service quality with the set-up of a monthly repair dashboard.
• Analyzing After-sales data to identify trends, areas for improvement, and potential cost savings.
• With local Richemont teams, managing the relationships with external repair partners and suppliers, overseeing their performance (including the support of technical assessments & repair abilities).
• Collaborating with R&D/Marketing and Sales to provide feedback based on customer experience and improve product quality
• Collaborating with the sales force/boutique in order to collect any issues arising on the product or from customer complaints in order to create a bridge with the central Quality team.

The recruitment process:

1. Apply online
2. If your profile matches our search, you will be contacted by our HR team for a first exploratory interview. Otherwise, you will receive an e-mail to inform you that we will not proceed with your application.
3. If the first interview turns out to be successful, you’ll meet the Quality Department Manager and the Head of HR.