Latin America Service Supervisor

About this task

Responsibilities:
1. Build and manage the Latin American after-sales service team, including foreign employees, oversee performance appraisals and daily management, improve the team's professionalism and service capabilities, and resolve 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 customer complaints and disputes, develop crisis response plans, and monitor key after-sales service indicators.
4. Coordinate with local service partners, spare-parts suppliers, and other resources to establish stable working relationships.
5. Coordinate effectively with relevant headquarters departments, promptly report on after-sales service in Europe, secure resource support, and ensure that headquarters policies are effectively implemented within the region.
Requirements:
1. Fluent English listening, speaking, reading, and writing skills. Ability to use Spanish as a working language and communicate smoothly with local employees, with cross-cultural communication awareness and skills.
2. More than five years of relevant after-sales service experience, including overseas after-sales service management experience.
3. Some frontline project delivery and management experience.
4. Willingness to accept long-term assignments or business travel in 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）的组织团队建设、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。