Aftersales Process Engineer

For our Milan HQ, we are looking for a brilliant and enthusiastic After Sales Process Engineer who will be responsible for mapping and optimizing the entire after-sales process, with a particular focus on Process Improvement. This role will involve the analysis, the design and the implementation of solutions to optimize workflows related to the after-sales service, monitor KP Is, and develop continuous improvement initiatives to maintain the high-quality standards of the Maison.

Do you match this profile?




• Bachelor’s degree in Business, Engineering, or a related field.


• Proven experience in Process Improvement activities (3+ years); a focus on after sales projects and a background in a luxury environment is considered a plus


• Strong understanding of process optimization methods ( Lean, six Sigma…), with a focus on analysis and management of Business performance


• A preferred knowledge of ERP software and data analysis tools (SAP, Power BI)


• Fluent in Italian and English


• Excellent communication and interpersonal skills, with a strong problem solving attitude


• Ability to work cross-functionally and manage multiple stakeholders



If so, apply for this job!

What do we expect from you?




• Analyzing existing After-sales processes and identifying improvement opportunities to enhance service quality.


• Mapping the After-sales repair network in different markets and analyzing its performance and capabilities.


• Developing and implementing a structured process for managing repairs and After-sales issues to ensure timely, high-quality service.


• Establishing and monitor KP Is related to repair turnaround times, customer satisfaction, and service quality with the set-up of a monthly repair dashboard.


• Analyzing After-sales data to identify trends, areas for improvement, and potential cost savings.


• With local Richemont teams, managing the relationships with external repair partners and suppliers, overseeing their performance (including the support of technical assessments &repair abilities).


• Collaborating with R D/ Marketing and Sales to provide feedback based on customer experience and improve product quality


• Collaborating with the sales force/boutique in order to collect any issues arising on the product or from customer complaints in order to create a bridge with the central Quality team.



The Recruitment Process




• Apply online


• If your profile matches our search, you will be contacted by our HR team for a first exploratory interview. Otherwise, you will receive an e-mail to inform you that we will not proceed with your application.


• If the first interview turns out to be successful, you’ll meet the Quality Department Manager and the Head of HR.