Service Manager, Die Casting
Norican Group
Italpresse Gauss, Brescia (Italy)
3 gg fa

Responsibilities

The Service Manager is responsible for :

  • Manage all the technical issues from Final Acceptance Certificate up to the end of warranty
  • Improve customer service experience & create engaged customers in close cooperation with Regional Sales & Service organizations
  • Taking ownership of customers issues and following problems through to resolution
  • Answer and positively support the service technician in all situations during their work journey.
  • Manage the technician in the office and / or at the customer site to have the most efficient diagnosis of problems and solutions.
  • Acting as mediator with the other CPI offices, especially the technical offices, the sales dept. and the direction.
  • Understanding the technical problems of the machine selecting which issues are relevant needs to be analyzed by Engineering Dept.
  • Support training and development of regional customer service organizations within IPG technologies & services
  • KPI’s :

  • Customer satisfaction
  • Service employees’ efficiency and satisfaction
  • Service revenues
  • Reporting lines & substitute :

  • Reporting to Vice President Engineering and Product Development, CPI Die casting
  • Supported by one Technical Service Supervisor and Service Back Office Supervisor
  • Specific tasks :

  • Develop service procedures, policies and standards
  • Analyze statistics and compile accurate reports
  • Keep accurate records and document customer service actions and open issues
  • Personal Competencies :

  • Ability to communicate effectively in written and spoken English
  • Experienced in working with Microsoft Office Programs (especially Word, Excel and Power Point)
  • Professional experience & background :

  • M.Sc. in Mechanical, Electronical or Automation Engineering or similar
  • Knowledge of the after-sales complexity of a multinational company
  • Experience of people managing
  • Experience with international activities, either from working abroad or from an organization / company with a strong international focus
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