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After Sales Process Manager for Product Quality Department

Are you a team player with strong stakeholder management skills? Are you excited about driving activities on processes and product project levels? And finally, would you like to develop your project management and compliance skills? Then we have an exciting career opportunity at Oticon - a company truly known for our commitment to making the world’s finest hearing solutions.

The team
In your new job you will be part of the Product Quality Leadership team working across the whole organization. The Product Quality function is a team of 65 employees located in 3 sites (Smørum, Mierzyn and Warsaw). Your own position is located in Denmark, Copenhagen. The main goal of the team is to ensure a high product quality both in Hardware and Software at launch and to support the maintenance of the product, when introduced to the market. The team strives to deliver the highest product quality of hearing instruments, accessories and solutions released on the market and get the full visibility of the marked feedback in order to always improve. Your closest stakeholders will be colleagues in Quality, Operations and IT departments plus in Wholesale. Therefore, you will have the chance to develop your project and stakeholder management skills.

The position
Selling instruments is accomplished with several after sales services related to our products. After sales services comprise to multiple processes, which are related to a hearing impaired client needing special services related to the product.

We have decided to strengthen our focus in this part of our value chain to provide a better service to our customers and based on learnings from after sales services improve our products even further.

You will be the Product Quality process manager for After Sales processes (e.g. defect products return) and we expect you to have solid project management skills. This position will be a new role in our team with direct report to the Senior Director of Product Quality.

Your main task will be to effectively integrating quality in the process designs. You will do this by building quality into the global after sales processes in cooperation with Operations and IT.

You will monitor the after sales processes to ensure that our after sales policy is implemented by our global sales companies. You will ensure that we receive data, as required for accurate trending of various product quality KPIs and generate product improvements. In summary your responsibility will be:

  • Ensuring compliance in after sales processes
  • Acting as a product quality process expert in after sales processes
  • Understanding the infrastructure systems related to after sales
  • Conducting site visits to review and support process implementation
  • Suggesting and designing improvements to the current process
  • Business case analyses for changes in after sales processes
  • Reviewing and implementing agreed improvements in the relevant organizations and countries

Your competencies
We expect you to hold a M.Sc. or B.Sc. and have at least 3-5 years of work experience in a relevant field. You have a background as project leader with good skills in IT and infrastructure. You have a solid experience in creating, understanding, implementing and owning processes. You generally have a natural drive to improve the way of working for both customers and internal costs.

On the personal level, you are characterized as a pro-active team player with a strong drive and ability to influence. You thrive when you navigate in a complex and international organizational set up with various stakeholders. Moreover, you have excellent analytical and systematical skills and you are a strong communicator both in writing and verbally. You are organized and can easily adapt to changes.

You are truly fluent in English and can expect 30-50 travel days per year.

We dare to make a difference
Together with ambitious and talented colleagues, you will be part of a dynamic environment based on trust and openness and a strong will to win. We are a growing international company where everyone supports the business in order to ensure that customers find our products the most attractive to work with. We are located in a light and open building, where flexible work environments, knowledge-sharing and mutual professional respect make it fun and meaningful to be.

Would you like to join the team?
Then send your application as soon as possible, as we are screening applications on a continuous basis. Please be aware of that we do not accept applications via email. Therefore, be sure to use our online recruitment system when uploading your papers.

If you have any questions about the role and responsibilities, please contact Senior Director for Product Quality, Veronique Schou on + 45 2070 2803.

Make a true difference!
By joining the Oticon team, you help bring sounds to the millions of hearing impaired all over the world so they can live natural lives with friends and family.

You will find the perfect framework for your professional and personal development in a culture built on trust, openness and mutual respect. We welcome you in a growing international company where we push hard to be at the forefront of what is technically possible. No matter if the goal is a new, highly advanced hearing aid feature, a new ERP system or a totally revolutionary marketing tool, we strive to excel.

We are very proud of our company, our products and our unique culture. But don’t just take our word for it. In both 2016 and 2017 “Ingeniøreren” (the Engineer) has awarded us the number one employer within electronics and telecommunications in Denmark. Want to join us?

Please write in your application that you've seen the job at Jobfinder