Latin America After-Sales Service Manager

About this task

Responsibilities:
1. Build and manage the Latin American after-sales service team, including foreign employees; oversee performance appraisals and daily management, develop the team's professional capabilities and service standards, and address internal communication and collaboration issues.
2. Establish and optimize after-sales service processes in Latin America to ensure service efficiency and quality.
3. Coordinate customer service requests, handle major complaints and disputes, develop crisis response plans, and monitor key after-sales service indicators.
4. Liaise with local service partners and spare-parts suppliers and establish stable partnerships.
5. Coordinate efficiently with relevant headquarters departments, promptly report after-sales service conditions in Europe, secure resource support, and ensure effective regional implementation of headquarters policies.
Requirements:
1. Fluent spoken and written English, with Spanish proficiency sufficient for use as a working language and effective communication with local employees; cross-cultural communication awareness and skills are required.
2. More than 5 years of relevant after-sales service experience, including overseas after-sales service management experience.
3. Experience in frontline project delivery and management.
4. Availability for long-term assignments or business travel to Honduras, Panama, and other locations in the region.

岗位职责：
1. 负责拉美区售后服务团队（含外籍雇员）的团队建设、绩效考核与日常管理，提升团队专业素养与服务能力，处理团队内部沟通与协作问题。
2. 建立并优化拉美区售后服务流程，确保服务效率与质量。
3. 负责客户服务请求的统筹协调，处理客户重大投诉与纠纷，制定危机应对方案，监控售后服务关键指标。
4. 对接当地服务合作商、配件供应商等资源，建立稳定的合作关系。
5. 高效对接总部相关部门，及时反馈欧洲区售后服务情况，争取资源支持，确保总部政策在区域内的有效落地。
任职要求：
1. 英语听说读写能力流利，西班牙语可作为工作语言，能无障碍与当地员工沟通，具备跨文化沟通意识与技巧。
2. 5年以上售后服务相关工作经验，有海外售后服务管理经验。
3. 有一定的一线项目交付和管理经验。
4. 岗位需要长期派驻或出差洪都拉斯、巴拿马等区域。