Customer Management & Aftersales Specialist

Position Summary

We are seeking an experienced Customer Management & Aftersales Specialist to join our IT Sales, Commercial & Aftersales team. The ideal candidate is a versatile and hands-on professional responsible for the end-to-end management of IT systems that support the post-sale customer lifecycle. This role is crucial for ensuring the efficiency of spare parts distribution, warranty processes, claims processing, and recall campaign management within an international context.

Key Responsibilities

1. Solution Design & Process Ownership

• Application Design: Act as the functional expert in the design, configuration, and continuous improvement of IT systems managing Customer Management and Aftersales .
• Spare Parts & Distribution Management: Be responsible for the IT systems supporting the entire Spare Parts Order Management and Distribution process, ensuring integration with Logistics and warehousing.
• Warranty and Claims Management: Implement and maintain IT solutions for Warranty Management , Claims processing, and interaction with service centers.
• Recall Campaigns: Support the IT systems dedicated to the planning, execution, and tracking of Recall Campaigns , ensuring compliance and safety standards are met.

2. Service Management, Support, and Projects

• Project Management & Deploy: Manage IT projects from requirements analysis (Demand Management) to final deploy , ensuring that new Aftersales functionalities are implemented efficiently and compliantly.
• Service & Vendor Management: Oversee the IT service delivered on Customer Management systems, managing relationships with Application Maintenance Providers and ensuring SLA adherence.
• Troubleshooting and Advanced Support: Conduct advanced troubleshooting and resolution of complex anomalies on Aftersales systems.

3. Technological Platforms

• Provide functional expertise on core Aftersales application platforms, including SAP solutions (e.g., SD, MM, CS) and/or Microsoft Dynamics (365) .
• Ensure proper integration of Aftersales systems with customer/dealer portals and vehicle data management platforms.

Required Qualifications & Competencies

• Functional Experience: Proven experience (at least 4-5 years) in implementing and supporting IT solutions for Aftersales and Customer Service processes, particularly spare parts management and warranties.
• ERP/CRM Knowledge: Solid experience in ERP/CRM platforms, with a strong emphasis on relevant SAP modules (e.g., CS - Customer Service, SD) or Microsoft Dynamics (365) .
• Soft Skills:
• Integrity and Customer Focus: Service-oriented approach and focus on customer problem resolution.
• Communication: Excellent communication skills at all levels and ability to interact with international business partners.
• Proactivity: Ability to act quickly and decisively and promote continuous improvement.

Language Requirements

• Italian: Native-level proficiency is mandatory.
• English: Fluent proficiency (written and spoken) is mandatory.
• Portuguese or German: Knowledge of either language is considered a plus.