About this role
ABOUT US
Bonfiglioli is a worldwide designer, manufacturer and distributor of a complete range of gearmotors, drive systems, planetary gearboxes and inverters, which satisfy the most challenging and demanding needs in industrial automation, mobile machinery and renewable energy. Established in 1956, Bonfiglioli operates worldwide in 20 countries and 18 production facilities, with a wide network comprising 550 distributors and over 5,000 employees. Excellence, innovation and sustainability are the drivers behind our growth as a company and team . We are currently looking for an After Sales Coordinator to join our team based in Brazil.
ABOUT BONFIGLIOLI BRAZIL Bonfiglioli do Brasil (BDB) is part of the Bonfiglioli Group and is based in São Bernardo do Campo , in the São Paulo industrial region of Brazil. BDB operates as both an industrial and a commercial site, with about 80 employees across two main business units: Industrial & Automation (I&A) and Mobility & Wind (M&W). The After Sales Coordinator will manage a team of 5 and report directly to the Country Manager of Brazil. The role covers both business units and works closely with the local organisation and Group headquarters on a regular basis.
MISSION
- To manage warranties, repair, customer claims and technical support processes, promoting solutions aligned with customer needs and ensuring excellence in service provided to both internal and external customers.
- Main Responsibilities Claim Management Coordinates customer complaint management and cross-functional activities, ensuring timely resolution and appropriate corrective/preventive actions.
- Supervises claim management through SAP, Claim Portal and Salesforce, ensuring data quality and proper system updates for KPI monitoring.
- Oversee customer compensation and refund processes, ensuring consistency with applicable policies and appropriate internal approvals.
- Monitors claim performance, customer response lead times and recurring issues, providing periodic analysis to support service improvement.
- Coordinates the activities necessary to resolve the claim by interfacing with the various departments involved.
- Implement Group customer claim guideline and best practices.
- Repair Services Monitors Follow up with the technical team on the initial inspection of equipment received for maintenance and repair.
- Oversees Requests from customers additional technical information and field issues observations whenever necessary to support analysis activities.
- Support technicians during equipment evaluations and diagnostic activities with information provided by the customer.
- Support Customer Claim’s colleagues in Monitoring the repair process from equipment receipt through final delivery to the customer.
- Ensure proper tracking of repair activities through SAP and Salesforce.
- Customer Management Coordinates customer technical support activities, including online meetings, calls and visits, ensuring appropriate management of technical issues and specific customer requirements.
- Acts as the link between the customer and the Quality team, communicating issues that require an 8D so Quality team can initiate and manage the process.
- Oversee the collaboration with Sales on customer warranty requirements, supporting the definition and review of specific warranty agreements.
- Coordinates with the Repair Centre the analysis of returned components, ensuring appropriate follow-up of technical findings and related actions.
- Provides support to Bonfiglioli branches/plants for warranty evaluation.
- Service Sales Support the development of service and repair business opportunities together with Sales teams.
- Provide technical support to BU’s during customer visits, field service and technical discussions.
- Support the development of service solutions aligned with customer requirements and Group guidelines.
- Contribute to continuous improvement initiatives focused on customer satisfaction and process efficiency.
- Budgeting Participate in the preparation of the annual budget of the department together with company management.
- Monitor and control costs throughout the year in line with the budget.
- People Management Ensure effective management of assigned employees, by providing proper guidance, training and development, according to all policies and procedures defined at company level.