After Sales Specialist

In this role you will report to the After Sales Manager and you will be responsible for:

• Warranty Management: Manage the acceptance, processing and documentation of all warranty cases in Germany for both Home and Commercial products, including the creation of guarantee orders in SAP, internal documentation and reporting to Logistics.
• After-Sales Ticket Management: Act as the first point of contact for incoming after-sales tickets, managing and coordinating requests through Salesforce and Fluent Support.
• Technical Issue Tracking: Record and monitor ongoing machine and production-related issues, including those concerning spare parts, assembly and software, ensuring proper documentation and follow-up.
• Customer and Reseller Support: Support the After Sales Manager in daily operations by managing email correspondence and phone calls with end customers and resellers’ technical departments, ensuring timely and effective communication.
• Reseller Onboarding: Provide initial contact and ongoing support to new resellers, facilitating their onboarding process, particularly regarding spare parts ordering and access to the spare parts portal.
• Training and Product Content: Assist the After Sales Manager in creating video content for product presentations, technical training and workshops.
• Service Partner & Reseller Development: Provide technical support to existing resellers and service partners, contributing to their continuous development in terms of service quality, technical expertise and compliance with La Marzocco standards.