Reporting to the Sales Director, the After-Sales Service Coordinator is responsible for the complete management of warranty claims, follow-up on customer complaints, and coordination of corrective actions related to quality. This key role acts as the main point of contact between customers and internal teams to ensure an optimal customer experience and continuous process improvement.

TASKS AND RESPONSIBILITIES

• Act as the main point of contact for customers regarding warranty claims, non-conformities, and complaints.
• Collaborate with the sales team to support customer relations, clarify contractual commitments, and ensure consistent after-sales follow-up.
• Receive requests, analyze situations, open and follow up on claims files.
• Collect necessary information (photos, reports, serial numbers, technical data) from customers, service, production, and engineering.
• Evaluate the eligibility of claims according to current policies and recommend the appropriate solution.
• Coordinate corrective actions with internal teams and ensure their implementation.
• Follow up regularly with customers until the case is fully resolved and their satisfaction is confirmed.
• Document each case thoroughly to ensure traceability.
• Participate in root cause analysis (RCA) to identify recurring problems and prevent their recurrence.
• Collaborate on improving internal processes related to warranties, quality, and customer experience.
• Update and standardize tools, procedures, and working methods in warranty management.
• Contribute to improving workflow between departments (service, production, engineering, quality, logistics).
• Produce reports, indicators, and dashboards related to warranties, complaints, and quality performance.
• Perform any other related tasks as required.

As soon as possible

• Degree in administration, customer service, quality management, or a related field (or equivalent experience).
• Relevant experience in customer service, warranty management, or quality coordination in a manufacturing environment.
• Good understanding of production, engineering, and manufacturing environments.
• Excellent communication, problem-solving, and file management skills.
• Organizational skills, autonomy, and ability to manage multiple priorities simultaneously.
• Collaborative leadership and ability to positively influence stakeholders.
• Proficiency with computer tools (Microsoft Office, collaborative tools, ERP).
• Commitment to quality, continuous improvement, and customer satisfaction.
• Fluency in French and English, both spoken and written.