Service Team Leader
Terranuova Bracciolini (Arezzo), Arezzo, Italy
21h fa
  • Service delivery : you will ensure the planning and execution of various Service activities carried out both off and on site.
  • You will drive and monitor Service execution with respect to the agreed terms of schedule, quality, cost, margin, and customer satisfaction;
  • Performance targets : you will allocate, drive and monitor work to projects based on order content, delivery time, competencies and workload.
  • You will effectively utilize available resources through proper planning and scheduling to meet delivery targets (e.g. OTD, response time, ordered service offerings, update of installed based data);
  • Materials and warrantees : you will ensure work that assignments are accurately classified as warrantee or non-warrantee status.
  • You will ensure that materials and components to feed Service delivery are provided optimizing cost, stock and timing;
  • Customer approach : you will collaborate within local service units and with other Service teams to promote One ABB approach towards customers.
  • You will build sustainable customer relationships to ensure local client growth, satisfaction and retention together with Sales.

  • You will drive consistent development of processes and practices based on customer feedback (Net Promoter Score - NPS);
  • Operational excellence : you will drive continuous service productivity improvement activities in the assigned Service team in collaboration with the Operational Excellence team.
  • You will utilize efficient tools (e.g. Mobile Service Assist - MSA) to streamline Service processes and applications to support the customer.

  • You will ensure the transfer of Service findings to the product / system local units for improvement of their offerings;
  • Team supervision and development : you will ensure that the area of responsibility is properly organized, resourced and supervised.
  • You will ensure that all Field Service team members are certified in line with global certification and local regulations.

    You will review competence levels to ensure that each Service Engineer (including subcontractors) is appropriately qualified to handle jobs assigned to them.

    Requirements : If you have

    If you have

  • a degree from an accredited university or college (Engineering Background),
  • Minimum of 5 years of professional experience in a service managerial role;
  • Strong customer and interpersonal communication skills, both written and verbal;
  • Ability to work effectively and influence within cross functional teams;
  • Computer knowledge and experience in MS Office, Outlook, Excel;
  • Passionate customer service orientation and customer advocate;
  • We are looking for you!

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