Aftersales Technical Manager EMEA

We are a leading company in the global pool & wellness industry

Fluidra a multinational group listed on the Spanish Stock Exchange is the global leader in the pool and wellness industry. Founded in 1969 Fluidra has longstanding experience in developing innovative products and services in the global residential and commercial pool market.

In Fluidra we have clear mission: to create the perfect pool and wellness experience responsibly.

Operating in more than 47 countries through our subsidiaries we have more than 135 sales branches and more than 35 production centers around the world in addition to strategically distributed logistics hubs that support our production and distribution centers.

Our team is comprised of more than 7000motivated and skilled employees from over 45 countries.

Your Mission:

TheEMEA Customer Service and AfterSales department aims to provide tools policies/guidelines processesknowledge and resources to the Customer Service and AfS departments sitting in each of the commercialentities in the different subregional areas that are the front end of Fluidra to the customers in order toreceive any kind of administrative request logistics claims technical consultations and product quality and
performance issues claims.

AfterSales departments in the local entities are responsible for receiving those product related claims andthey shall provide appropriate treatment to those claims in an efficient way according to group policies inorder to achieve customer satisfaction.

The EMEA Aftersales Technical Manager will report to the EMEA Customer Service and AfterSalesDirector. In the short term he/she will be acting as Individual contributor but in the midterm his/herresponsibilities will expand to manage a team of Product Specialist that will be in control of all technicalknowledge on a predefined range of products. The incumbent is responsible to handle Aftersales productescalations Class issues reporting and Product technical knowledge management.

Your main responsibilities:

• Be the first one (and future manager) of a team of technical experts and guide them through unifiedprocesses for all product ranges.
• The team should handle technical escalations reported through aftersales systems and should support the customer facing entities in finding the right technical solution for these cases and ifneeded funneling these needs to manufacturing or suppliers. As a team they should identify class issues and report those is a standardized way to quality department and ensure visibility of those accepted/confirmed cases to all aftersales community that need to know.
• Manage the Aftersales section of the NPI process (New product introduction) ensuring the technicaldocumentation is available and training is developed and planned for all technical resources that willbe affected.
• The team will support the EMEA Aftersales operations team in the implementation of the TSCnetwork needs to support this same NPI (processes knowledge and spare parts kit definition).
• Manage product related training content and define troubleshooting material for Aftersales contactcenter technical hubs external/internal service center and sales teams and even customers that mayhave the need.
• Link with R&D Quality and Manufacturing teams to influence product improvement plans based onAftersales data and looking after a better serviceability of the products.

The position may be based inany major FluidraBranch Office or Manufacturing Site.

To succeed in this role youll need a positive attitude and the following:

• Industrial engineering degree or other similar background
• Managerial business understanding is valued.
• People management experience.
• At least 5 years working experience in a multinational service environment.
• English at advanced level is a must other European languages are valued.
• Customer experience focus.
• Advanced communication skills.
• Internal customer empathy understanding of his/her functional role in a matrix environment with aservant leader attitude.
• Process mindset autonomous wellstructured and organized.
• Advanced use of Excel and PowerPoint.
• Knowledge on Salesforce Service module and/or other service management tools.
• Basic knowledge on ERPs (AS400 or others).
• Willingness to travel across EMEA as per need maximum 1 week per quarter.

At Fluidra we are committed to both the professional and personal development of our employees. Thanks to our highly qualified team of experts we are able to fulfill our main mission: To create the perfect Pool and Wellness experience responsibly.