Customer Experience Analyst – Post-Sales

🕒 April 13

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Husqvarna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1689

🔧 Hardware

Hardware • Engineering • Consumer Electronics

Husqvarna Group is a global leader in outdoor power products, innovative user-centered solutions, and sustainable practices. With a rich history of over 300 years, they operate through divisions such as Husqvarna Forest & Garden, Gardena, and Husqvarna Construction. The company is committed to reducing environmental impact and fostering innovation, as evidenced by initiatives like Sustainovate. They aim to deliver sustainable value by developing low-carbon solutions and circular innovations, serving millions of customers worldwide. Husqvarna is proactive in investor relations, emphasizing accurate and timely financial reporting.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • 401(k) • Paid time off • Remote work