Service KPI Management: Gather, monitor and analyze service indicators for consumers and reseller partners (SAC, digital channels, Reclame Aqui), proposing action plans for continuous improvement.
Service Planning and Strategy: Develop and structure support layers (N1 and N2), ensuring clear workflows, efficient communication and integration with areas such as Sales, Product, Logistics and Warranty.
Second-Level Support (N2): Act as a technical specialist in analyzing and handling complex post-sales cases, supporting the dealer network and the SAC in problem resolution, with a focus on speed, technical quality and customer satisfaction.
Technical and Support Content: Define and review support materials (FAQs, technical bulletins, announcements, videos and technical guidelines) for consumers and resellers, based on the main identified demands.
Customer Journey: Plan and monitor modules that track the consumer journey, identifying critical points and improvement opportunities through data analysis.

Bachelor's degree in Business Administration, Engineering or related fields.
Minimum 3 years' experience in customer service and post-sales, preferably in durable consumer goods or machinery and equipment.
Experience in second-level technical support (N2).
Knowledge of reading and interpreting parts catalogs.
Knowledge of combustion/engine-powered products will be considered an advantage.
Advanced English.
Spanish will be considered a plus.
Advanced MS Office skills.
Knowledge of project management and process improvement.

Customer Experience Analyst – Post-Sales

Key skills