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

Segnala questo annuncio

Thank you for reporting this job!

Your feedback will help us improve the quality of our services.