Oberhausen, North Rhine-Westphalia, Germany
As Europe’s leading tower company, our expanding infrastructure and pioneering technologies are creating better, more sustainable connections in an ever-changing, increasingly digital world.
End-to-end responsibility in management and process optimization for the service- and repair flow of mobile phones. • Country responsibility: Spain, Portugal, Italy, Germany, BeNeLux & Scandinavia, • Implementation of activities to improve „Return Avoidance“ • Operation of repair vendors in front- and backend, accordingly to contracts and KPI’s • Management of local Vendor Management Organizations • Successive ramp down of the European repair network • Establishment of an Europe-wide online repair portal • Management of the online support website • Quality management • Performance of customer satisfaction surveys and to derive corrective actions
• Deputy teamleader • Repair process optimization for Mobile phones • Establishment of a German online repair portal • Successive reduction of front-end vendor network • Reduction of the monthly repair volume • Analysis and optimization of the redhibitory action process, and the Dead-after-Purchase/Dead-on-Arrival processes. • Reduction of redhibitory action cases • Managing sample collection process: Product quality assurance, due to systematic fault analysis in cooperation with R&D
• Worldwide execution of technical product trainings (Service Level 0 – 4) • Development of training concepts, with theoretical and practical parts • Creation of online trainings and video tutorials • Composing of service manuals for repair vendors (Service Level 2 – 4) • Trainings of mobile network technologies • Cooperation with R&D product creation in terms of “Care Readiness”
• Responsibility for repair quality and quantity • Analysis and optimization of repair processes • Performance of employee assessments and target-setting meetings • Employee training and development