About the job
As the Global Head After Sales, you will lead the development and execution of a global after-sales strategy, with a primary focus on the EMEA region and occasional responsibilities beyond (10–20% outside EMEA). Reporting to the Vice President HS EMEA, you will drive service excellence by aligning local and global operations, optimizing warranty and service processes, and collaborating cross-functionally to enhance product quality and customer satisfaction.
Your tasks
1. Further develop and establish the After Sales strategy, aligned with divisional and group strategy, focusing on warranty cost management, service budget processes, and service operations.
2. Collaborate closely with local management to ensure alignment between local and central teams and to implement effective sales strategies. This includes data collection and analysis, supporting local service management, setting performance targets, monitoring KPI processes, evaluating and implementing new After Sales Application Systems, creating training concepts, and enhancing the Franke-Service Portal.
3. Work cross-functionally with departments such as Procurement, Quality Management, Product Management, and Supply Chain/Spare Part Management to ensure high After Sales Service Quality and continuously improve product quality and reliability.
4. Develop global guidelines for after-sales and consumer service, ensuring consistent and compliant processes (e.g., product safety).
5. Oversee global service operations, including technical support, warranty claims, and spare parts.
6. Manage service networks, supplier relations, monitor contract details, and assist with renewals.
7. Train, motivate, and support the after-sales team to deliver exceptional customer service and drive profitability.
8. Lead continuous improvement initiatives across all after-sales processes.
9. Drive Spares and Consumables sales development and monitor performance metrics.
10. Manage large key accounts, providing service and operational support tailored to their needs.
Requirements
11. Master’s degree in Business Administration, Engineering, or a related field
12. Proven experience in after-sales and/or back-office management within the home appliance industry
13. Strong process-oriented mindset with a customer- and results-driven approach
14. Excellent project management capabilities
15. Strong (remote) leadership, negotiation, and problem-solving skills
16. Excellent communication and interpersonal skills
17. Experience working in multinational teams
18. Demonstrated ability to lead and coach direct reports
19. Fluency in English; additional European language(s) considered an asset
What we offer you
20. Openness to your ideas, a collegial working atmosphere at all levels and a hands-on mentality
21. A wide range of learning opportunities from language to management training through our Franke Academy
22. Flexible working hours, including home office
23. Easy access from railway station and highway
24. Free parking
25. At least 5 weeks holiday and 5 additional compensation days
26. Staff restaurant
27. Free coffee drinks from espresso to latte macchiato