COMPANY PROFILE : CNH Industrial is a global leader in the capital goods sector with established industrial experience, a wide range of products and a worldwide presence.
Each of the CNH Industrial's brands is a major international player in its specific industry : Case IH, New Holland Agriculture and Steyr for tractors and agricultural machinery;
Case and New Holland Construction for earth moving equipment; Iveco for commercial vehicles; Iveco Bus and Helieuz Bus for buses and coaches;
Iveco Astra for quarry and construction vehicles; Magirus for firefighting vehicles; Iveco Defence Vehicles for defence and civil protection;
and FPT Industrial for engines and transmissions.
PRIMARY FUNCTION :
This position ensures customer productivity, uptime, and profitability by providing leadership and tools necessary by the EMEA field team to manage resources and relationships.
Provide necessary tools to support dealer service capability growth.
ESSENTIAL RESPONSIBILITIES :
Lead the EMEA Service team (Region Service Manager) to improve dealer service profits, self-sufficiency and drive customer satisfaction;
Manage the Region Service Managers behavior, performance and activities;
Coaches, trains and mentors service team members;
Define and agree input for the Service Policy and SG&A budget and forecast process;
Manage policy spending / operating budget (SG&A / CAPEX) / customer satisfaction budget accounts within budget / forecast, policy claim approval according to Policy-DoA;
Initiate warranty audits and related corrective actions / improvements;
To be the main operational interface with PQTS, Parts & Service, TSS, Customer Care on EMEA level;
Define and follow up of service relevant KPI and targets;
Consolidate and follow up customer and dealer product concerns escalated by the Region Service Manager team, request of campaigns / Product Improvement Programs / Service Advice to improve customer satisfaction, uptime and productivity ultimately increasing dealer service profits and reducing company warranty expense;
Facilitate and implement service relevant processes / communication and Network development activities in EMEA;
Lead the definition of criteria for the Red Excellence-Service dealer standards;
Initiate and follow up service relevant projects to meet and exceed customer expectations and complete the service portfolio with the relevant departments (including CNH functions);
Develop Service Marketing initiatives;
Reporting line to Brand VP EMEA and liaising with PQTS and other CNH functions to ensure close co-operation and avoid duplication of effort / activities;
PLM Co-Assessor for all EMEA Country Service Manager.
QUALIFICATIONS / REQUIREMENTS :
Master's Degree in related field
Minimum 7 years of experience in dealer service operations within heavy equipment industry (agricultural or construction)
Knowledge of industry practices (farming or construction)
Previous experience managing people
Strong knowledge of Microsoft Office
Excellent verbal and written communication skills with problem solving capabilities
Excellent English language skills
High level of autonomy and flexibility (travel, seasonal peaks)
OTHER INFORMATION :