Job Details REF: DAL.OPE.5-SCE

Customer Care Manager - CDI

About Sagemcom

Sagemcom is a ground-breaking technology integrator in telecoms and energy. Sagemcom's teams all over the world continuously strive to innovate on their various markets and are committed to delivering made-to-measure and responsible solutions every day that meet the needs of telecoms operators and utilities.

Today, our Group is:

" The worldwide N°1 provider of broadband solutions (Internet boxes and the associated software services)
" The worldwide N°1 provider of audio-video solutions (4K video hubs and the Video Sound Box)
" The leading European provider of smart grid solutions (smart meters, smart grids, rural electrification, IoT)

Sagemcom posted €2.26 billion of revenues in 2021. The headcount of 6,500 employees works in more than 50 countries. With more than 40 million products shipped worldwide every year, Sagemcom strives every day to honour its commitment to societal and environmental responsibility, as part of its continual improvement policy. This is the reason why Sagemcom became a "mission-driven company" at the start of January 2022.

Do you want to join us?

Sagemcom is looking for job applicants in R&D, business, purchasing and support. People who are agile and like to be independent in agile organisations, who enjoy travelling and have their fair share of creativity, will achieve self-fulfilment in this industrial group that manufactures high-technology products!

Job description

Tasks performed

Manages the function of the organization
- Manage conflicts and mediate commercial negotiations related to after-sales with customers.
- Oversees the prices of refurbishment services, prices and conditions for repairs and examine new repair and refurbishment solutions to reduce costs of services
- Define situations where warranty applies and also determine situations where the warranty is excluded
- Define prices of spare-parts to ensure lead-time is in accordance with contracts and review cost report for customer for product refurbishment services.

Supervises and controls the work of essential function within the organization
- Manage and control the operation and performance of service providers
- Evaluate and select service providers
- Review and approve service invoices
- Monitor and control inventory of spare-parts, components and accessories to avoid shortage
- Serve as the main interface with R&D to provide support on complex issues
- Determine the need for new processes, test and/or repair stations to ensure quality of service is maintained.

Functions at a senior level within the organizational hierarchy or with respect to the function managed:
- Monitor and control escalation of problems found by customers
- Contact customers to get list of problems found in field, visit end-customers and screening centers to investigate quality issues
- Oversee proactively on customer service center data collection to monitor product performance, monitor and alert R&D on hardware issues that could lead to massive failure in the field.

Exercises direction over the day-to-day operations of the function:
- Execute the Fast Quality Loop process at the beginning of each new project and act as the main interface with R&D to investigate and solve hardware problems
- Collect and provide evidence of problems related to product quality
- Identify, collect and deliver products samples to be analyzed by R&D
- Select and negotiate service prices with outsourced companies to perform rework on products with manufacturing defects.

Job requirements

Engineer degree with 5 to 10 year experience in customer support, aftersales or R&D
Knowledge in Telecommunication / Electronic equipment
Good communication skills to interface with customers and internal partner
English fluent / Spanish business level
Literacy with windows tools (Excel, Powerpoint…)
Synthesis capability to present analysis report and the associated action plan
Ability to perform shorts trips to North America including Canada , USA and Mexico

#LI-EB1 #senior #hybrid