Aftersales Coordinator

Hiab; Caxias do Sul; Presencial; BRL 180 000 - 260 000; Tempo integral

Resumo da oferta

Hiab is seeking an experienced After-Sales Operations Manager to lead warranty, spare parts and service coordination in our Brazilian operations. You will supervise field teams, drive improvements, and ensure high customer satisfaction through agile processes and accurate reporting.

Collaborating with Engineering and Production, you will plan training, manage ERP data, and leverage performance metrics to deliver best-in-class service for cranes and related equipment.

Qualificações

• Bachelor's degree in Mechanical/Production Engineering or Business Administration.
• Experience in crane or industrial equipment sector.
• Proficiency in hydraulic/electrical systems for cranes and similar equipment.

Responsabilidades

• Coordinate After-Sales department, covering technical assistance, spare parts, and customer support.
• Supervise field technical teams, ensuring agile, efficient, and high-quality service.
• Manage warranty claims, tracking causes, deadlines, solutions, and compliance.
• Maintain customer records and service history in the ERP system.
• Monitor performance indicators and drive continuous improvement actions.
• Provide technical support to customers, reps, and Sales on operation and maintenance.
• Ensure quality of products and services per company standards.
• Collaborate with Engineering/Production for product/process improvements.
• Plan internal/external training on products, operation, and maintenance.
• Coordinate logistics of shipping/returning parts under warranty.
• Prepare management reports to support decision-making.
• Ensure safety, environmental, and quality standards are met.

Conhecimentos

Technical English

Fluent Spanish

ERP systems

Team leadership

Excel

Formação académica

Bachelor’s degree in Mechanical Engineering

Bachelor’s degree in Production Engineering

Bachelor’s degree in Business Administration

Ferramentas

MS Office

ERP systems

Descrição da oferta de emprego

Hiab is the pioneer in smart and sustainable on road load handling solutions. We believe in more than just work — we believe in making a difference for our customers to building a better tomorrow.

Say Hi! to your next challenge — explore the opportunity and apply below!

Your mission

Ensure excellence in After-Sales operations by coordinating teams and processes related to technical assistance, warranty, spare parts, and customer support, ensuring agile and high-quality service, customer satisfaction and loyalty, while promoting continuous improvement of the company’s products, services, and processes through field feedback and information.

Key Responsibilities

• Coordinate the After-Sales department, covering technical assistance, spare parts, and customer support.
• Supervise and guide field technical teams, ensuring agile, efficient, and high-quality service.
• Manage warranty claims, monitoring causes, deadlines, solutions, and compliance with company policies.
• Manage customer records and service history in the ERP system.
• Monitor After-Sales performance indicators, such as response time, rework rate, and customer satisfaction, proposing continuous improvement actions.
• Provide technical support to customers, representatives, and the Sales team regarding the operation, maintenance, services, and spare parts of cranes.
• Ensure the quality of products and services in accordance with established company standards and requirements.
• Work closely with Engineering and Production to identify opportunities for product and process improvements based on field and customer feedback.
• Plan and coordinate internal and external technical training on products, operation, and maintenance.
• Coordinate the logistics of shipping and returning parts and equipment under warranty.
• Prepare management reports and analyze customer information to support decision-making and improvements in After-Sales processes.
• Ensure compliance with safety, environmental, and quality standards and procedures within the areas under management.
• Keep up to date with the company’s products and services, ensuring accurate information is provided to customers and internal areas.
• Ensure customer satisfaction by using customer feedback to improve products, services, and processes.

Requirements

• Bachelor’s degree in Mechanical Engineering, Production Engineering, Business Administration, or related fields.
• Experience in the crane or industrial equipment industry.
• Knowledge of hydraulic and electrical systems applied to cranes and similar equipment.
• Technical English for reading manuals and communicating with international suppliers.
• Fluent Spanish.
• Ability to interpret technical drawings and operation and maintenance manuals.
• Proficiency in ERP systems and Microsoft Office, with advanced Excel skills.
• Experience in team management.

We Are Hiab

Hiab (Nasdaq Helsinki: HIAB) is a leading provider of smart and sustainable on road load-handling solutions, committed to delivering the best customer experience every day with the most engaged people and partners. As the industry pioneer, Hiab continues to make on road load-handling smarter, safer and more sustainable to build a better tomorrow.

www.hiabgroup.com