Job
In this role, you analyze and optimize international aftersales processes while acting as a key user for Salesforce and SAP CS, identifying improvements and conducting user training.
Job summary
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Job technologies
Your role in the team
- Aftersales Process Development and Salesforce Key User / Process Owner:
- Analysis, optimization, and standardization of international aftersales processes in the areas of Field Service, Repair, Spare Parts, and Claims.
- Providing subject-matter support for Salesforce Service Cloud and the SAP CS module as a key user, and serving as the central point of contact for users across the WEBER Group.
- Identification of areas for improvement, as well as gathering, evaluating, and aligning business requirements with internal departments, IT, and external implementation partners.
- Ensuring consistent and efficient system usage, as well as continuously improving processes and data quality.
- Translating practical service experience into concrete process improvements and requirements for the further development of the systems in use.
- Aftersales projects, training and rollout:
- Contribute to international aftersales and digitalization projects to introduce and further develop processes and system functionalities.
- Providing subject-matter support for system testing, releases and rollouts, as well as assisting with the introduction of standardized process standards across the WEBER Group.
- Creation and maintenance of process documentation and training materials, as well as delivery of user training for Salesforce Service Cloud and SAP CS.
- Technical Support Aftersales and International Service Coordination:
- Central point of contact between international customers, service partners, field service teams, and internal departments, ensuring high-quality technical service.
- Expert support in first- and second-level support, including the analysis and resolution of technical issues and structured documentation in the systems used.
- End-to-end handling of customer inquiries as well as service, repair, and spare parts orders—from technical clarification and quotation preparation through order processing and invoicing.
- Planning and coordination of international service assignments, including resource and deployment planning, taking into account availability, qualifications, and international requirements.
- Technical product consulting, price calculation, and identification of required spare parts, as well as support with complaint handling and monitoring delivery dates.
- Aftersales Service Excellence and Escalation Management:
- Assessment, prioritization, and coordination of urgent and escalated service cases, particularly in the event of machine downtime.
- Coordination of technical solutions with customers, service partners, field service teams, and internal departments, with consistent follow-up through to completion.
- Ensuring transparent and reliable communication with customers and service partners when addressing complex technical issues.
- Analysis of technical feedback from customer cases and service visits to continuously improve products, services, and internal processes.
- Ensuring consistent service quality through structured documentation, reliable information handovers, and consistent follow-up on outstanding cases.
Our expectations of you
Education
- Completed technical or commercial vocational training, or an equivalent qualification; additional specialist training is an advantage.
Qualifications
- Professional requirements:
- In-depth knowledge of operational service processes, particularly in handling customer inquiries, coordinating service assignments, managing repairs, spare parts sales, and processing complaints.
- Ability to clearly explain technical and process-related concepts and provide practical training to users; good knowledge of MS Office.
- Excellent written and spoken German and English skills for international customer support and collaboration; additional foreign language skills are an advantage.
- Personal requirements:
- Strong service and customer orientation, as well as an understanding of the requirements and interdependencies of operational aftersales.
- Structured, independent, and solution-oriented approach to work, with a strong focus on quality and an understanding of business contexts.
- Strong communication skills and a collaborative approach when working with international users, service partners, and internal specialist departments.
- Initiative and a strong ability to execute in the further development of processes and the implementation of change initiatives.
- A strong sense of responsibility and resilience, particularly when handling urgent customer requests, escalated service cases, and technical disruptions.
- Willingness to undertake occasional domestic and international business trips, including trips arranged at short notice and lasting one or more days, as part of process development, key user, and service responsibilities.
Experience
- Several years of hands-on professional experience in technical service or aftersales, ideally with experience in service coordination or operational service management.
- Practical experience as a Salesforce Key User or Process Owner with a focus on service processes, as well as confident use of Salesforce Service Cloud; good knowledge of SAP CS.
- Experience in analyzing, documenting, and optimizing business processes, gathering and defining business requirements, and supporting system testing and implementation projects.
- Understanding of how CRM, ERP, and service systems work together, as well as experience collaborating with business departments, IT, and external implementation partners.
What we offer
- Save on many purchases with our employee discounts.
- An employer-sponsored supplementary health insurance plan offers you additional coverage.
- You can secure your retirement income with an occupational pension plan.
- Use the company bike and stay mobile while protecting the environment.
- You’ll find EV charging stations for your vehicle in the parking garage.
- Our cafeteria with a rooftop terrace offers a relaxing place to take a break.
- We’re happy to support you in your professional development.
- Your ergonomic workspace makes for comfortable working.
- Company events and activities strengthen team spirit.
- Compensation is in accordance with the MTV-Metall Bayern collective agreement.
- With a 35-hour workweek, you can enjoy more free time.
Benefits
Work-Life-Integration
Higher take-home pay
Health, fitness & fun
Topics you will work on
Job locations
About your employer
WEBER GmbH & Co. KG is an established family business in plastic technology, based in Dillenburg, Hesse. Founded in 1949, it specializes in the production of injection-molded plastic products.
- Established Company
- Onsite, Hybrid
- Industry, Production
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