Richemont
Network Support Assistant Manager
Richemont - Fort Worth, Texas, United States, 76102
Work at Richemont
Overview
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Overview
At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.
Network Support Assistant Manager
Richemont Regional Functions | Fort Worth, TX
Reports to: Network Director
Role Overview
The Network Assistant Manager is crucial in ensuring the smooth operation of repairs within the Retail and Wholesale network, including authorized Subcontractors. This role provides essential administrative and technical support across all brands, focusing on exceptional customer experiences through diligent management, adherence to Brand Policies, achievement of Repair Leadtime Objectives, and consistent application of Customer Service Operating Procedures. The Network Assistant Manager actively trains Retail & Wholesale teams to enhance operational performance, improve customer satisfaction, and reinforce knowledge of SAP systems and Brand Policies.
Responsibilities
Training and Support:
Champion Maison policies and SAP tools (DARE, SAP, MyPOS, Booster, WISE & WISE Diag, etc.). Provide prompt support to Retail Boutiques, Wholesale Dealers, and Client Support Centers, addressing inquiries related to customer service rules, processes, workflows, tools, and procedures. Develop and deliver training programs for Retail Boutiques and Wholesalers to enhance their proficiency with existing SAP tools (DARE, SAP, Booster, eService, MyPOS, WISE). Conduct on-demand training for Boutiques, Wholesale Partners, Repair Centers, and Client Support Centers on all SAP tools, catering to specific needs. Monitor SAP tool utilization post-implementation and provide feedback to the Network Training & Support Director on adoption rates and areas for improvement. Assist in the setup of Booster / WISE / Project Extra accounts and provide training. CS Operational Performance & Quality Assurance:
Oversee WIP reports for the Retail Network and address delayed repairs within the Americas network. Manage the Network Support CS Mailbox, ensuring same-day feedback and assistance to all partners. Respond to SAP/Booster/Extra-related inquiries on the same day. Propose assistance and corrective actions to boutique managers, Wholesale Partners, and Vendors to address recurring delays and data quality issues. Monitor spare parts in transit to boutiques daily. Conduct monthly audits of Repair / Spare Parts Inventory & Recycling, monitor results, and provide training as needed. Ensure wholesale dealers provide monthly details on repairs performed on-site and accurately record repairs in Booster for all work under Sales Warranty. Update delay dates for open repairs with spare part shortages bi-weekly. Customer Satisfaction & Communication:
Support the Retail Network by providing assistance with concerns, questions, and escalations. Support the Wholesale Network and Client Support Centers with inquiries related to Project Extra and Booster. Assist subcontractors with questions related to repairs and parts. Ensure timely, consistent, and professional communication and follow-up on all issues. SAP Expertise & System Management:
Serve as a key user with comprehensive knowledge of all SAP processes related to repairs, both in DARE and ERP. Serve as a key user with in-depth knowledge of all eService Tools, conducting regular testing to ensure proper functionality. Serve as a key user with comprehensive knowledge of NWBC and Booster for Wholesale Repairs. Lead the testing of new eServices, DARE, Extra, Booster, WISE, and SAP tools. Generate daily Red Lights / Finance reports, identify and resolve errors, and provide training based on findings. Provide expert support in resolving errors within the SAP repair flow. Collaborate with the Director of Network Support to ensure SAP issues are promptly identified and addressed. Visits & Richemont Representation:
Support the Director of Network Support in conducting boutique visits and delivering training as needed. Travel to boutiques to provide on-site support and assistance. Host tours of the Richemont Technical Center. Qualifications
Bachelor's Degree required SAP, BW experience strongly preferred Proficiency in Excel and PowerPoint required Experience in luxury service and/or production environments required Experience working with Retail/Wholesale Partners required Demonstrated understanding of the relationship between operational effectiveness and customer satisfaction Strong analytical and problem-solving skills Process-oriented with exceptional multitasking abilities Exceptional interpersonal skills Outstanding verbal and written communication skills
Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.
We Offer - United States
Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.
At Richemont, We Craft the Future!
Salary will be determined based on relevant skills and experience.
#Richemont #WeCraftTheFuture
Network Support Assistant Manager
Richemont Regional Functions | Fort Worth, TX
Reports to: Network Director
Role Overview
The Network Assistant Manager is crucial in ensuring the smooth operation of repairs within the Retail and Wholesale network, including authorized Subcontractors. This role provides essential administrative and technical support across all brands, focusing on exceptional customer experiences through diligent management, adherence to Brand Policies, achievement of Repair Leadtime Objectives, and consistent application of Customer Service Operating Procedures. The Network Assistant Manager actively trains Retail & Wholesale teams to enhance operational performance, improve customer satisfaction, and reinforce knowledge of SAP systems and Brand Policies.
Responsibilities
Training and Support:
Champion Maison policies and SAP tools (DARE, SAP, MyPOS, Booster, WISE & WISE Diag, etc.). Provide prompt support to Retail Boutiques, Wholesale Dealers, and Client Support Centers, addressing inquiries related to customer service rules, processes, workflows, tools, and procedures. Develop and deliver training programs for Retail Boutiques and Wholesalers to enhance their proficiency with existing SAP tools (DARE, SAP, Booster, eService, MyPOS, WISE). Conduct on-demand training for Boutiques, Wholesale Partners, Repair Centers, and Client Support Centers on all SAP tools, catering to specific needs. Monitor SAP tool utilization post-implementation and provide feedback to the Network Training & Support Director on adoption rates and areas for improvement. Assist in the setup of Booster / WISE / Project Extra accounts and provide training. CS Operational Performance & Quality Assurance:
Oversee WIP reports for the Retail Network and address delayed repairs within the Americas network. Manage the Network Support CS Mailbox, ensuring same-day feedback and assistance to all partners. Respond to SAP/Booster/Extra-related inquiries on the same day. Propose assistance and corrective actions to boutique managers, Wholesale Partners, and Vendors to address recurring delays and data quality issues. Monitor spare parts in transit to boutiques daily. Conduct monthly audits of Repair / Spare Parts Inventory & Recycling, monitor results, and provide training as needed. Ensure wholesale dealers provide monthly details on repairs performed on-site and accurately record repairs in Booster for all work under Sales Warranty. Update delay dates for open repairs with spare part shortages bi-weekly. Customer Satisfaction & Communication:
Support the Retail Network by providing assistance with concerns, questions, and escalations. Support the Wholesale Network and Client Support Centers with inquiries related to Project Extra and Booster. Assist subcontractors with questions related to repairs and parts. Ensure timely, consistent, and professional communication and follow-up on all issues. SAP Expertise & System Management:
Serve as a key user with comprehensive knowledge of all SAP processes related to repairs, both in DARE and ERP. Serve as a key user with in-depth knowledge of all eService Tools, conducting regular testing to ensure proper functionality. Serve as a key user with comprehensive knowledge of NWBC and Booster for Wholesale Repairs. Lead the testing of new eServices, DARE, Extra, Booster, WISE, and SAP tools. Generate daily Red Lights / Finance reports, identify and resolve errors, and provide training based on findings. Provide expert support in resolving errors within the SAP repair flow. Collaborate with the Director of Network Support to ensure SAP issues are promptly identified and addressed. Visits & Richemont Representation:
Support the Director of Network Support in conducting boutique visits and delivering training as needed. Travel to boutiques to provide on-site support and assistance. Host tours of the Richemont Technical Center. Qualifications
Bachelor's Degree required SAP, BW experience strongly preferred Proficiency in Excel and PowerPoint required Experience in luxury service and/or production environments required Experience working with Retail/Wholesale Partners required Demonstrated understanding of the relationship between operational effectiveness and customer satisfaction Strong analytical and problem-solving skills Process-oriented with exceptional multitasking abilities Exceptional interpersonal skills Outstanding verbal and written communication skills
Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.
We Offer - United States
Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.
At Richemont, We Craft the Future!
Salary will be determined based on relevant skills and experience.
#Richemont #WeCraftTheFuture