France Channel Service Manager

Key Responsibilities

• Develop and implement aftersales strategies aligned with business objectives.
• Develop and manage the authorized service network across France, ensuring sufficient coverage and capacity.
• Monitor service partners against agreed KPIs and SLAs, including turnaround time, first-time fix rate, repeat repair rate, customer satisfaction and repair costs.
• Conduct performance reviews and service center audits and follow up on corrective actions.
• Coordinate with customer service, technical support, spare-parts and logistics teams to ensure timely case resolution.
• Manage complex customer escalations and recurring service issues.
• Analyze aftersales data and implement improvements to service quality, network efficiency and customer experience.
• Prepare regular performance reports and present recommendations to management.

Requirements

• Bachelor degree or equivalent in Engineering, Business Management or a related field.
• At least five years of experience in aftersales operations or service network management, preferably in the white goods or consumer electronics industry.
• Experience managing authorized repair centers or third-party service providers in France or another European market.
• Knowledge of washing machines, refrigerators and air-conditioning products. Strong analytical, negotiation and stakeholder management skills.
• Experience with ERP, CRM or field-service management systems.
• Fluent French and professional working proficiency in English.
• Valid Category B driving licence.