Italy Service Manager

Overview

Role Purpose:

Implementing strategy, processes, and KPIs for best-in-class service organization with focus on operational excellence, customer experience, and resource efficiency; lead country projects for the service organization; provide guidance to country service organization and implements standards

Responsibilities

• Ensures supports to all necessary actions to meet NPS targets in the country.
• Ownership of country’s planning, budgeting, reporting and forecasting.
• Ownership of country KPI´s, sales gross margin, absorption and key working capital items.
• Drives and owns the SIOP process for country to meet financial targets.
• Owns productivity targets for the service business in the country.
• Teams with Supply Chain team to drive standardization and material productivity, as well as subcontractor’s savings.
• Ensures required resource level are staffed to execute Service activity in the country, including hiring and training targets.
• Ensures standards, quality and deadlines are being followed.
• Drives actions to track and improve service quality.
• Owns country service performance
• Owns country subcontractor portfolio development and qualification for service
• Participates in the development and implementation of standard processes and tolls as required
• Analyses operational KPI's on monthly base and takes imitate actions if needed - discussed in monthly review
• Re-adjusts pricing of local contracts/labour-rates according to inflation/cost increases
• Revisits standard processes (Certification L1 - L3) to ensure their efficiency and adjust them if required

Qualifications

• Deep knowledge about all Service KPIs, understand how they interconnect and how to influence them.• Understand all Service standard processes. • Business Judgement - understanding the market situation, customer segment, sales potential, and competition in the country.• Understand customer needs and provide expected services - aligned with financial targets• Deliver positive results in the agreed timeframe.• Experience in refrigeration service activities. • Fully understand the P&L structure (from revenue to costs and absorption). • Know how to influence the P&L with operational KPI's with specific actions.• Drive change by leading with example, demanding results and create a winning culture.• Pro-actively take actions to improve local performance and share best-practices.• Service management – lead projects on country level.• Strong communication and service management skills.• Time Management – any activity must be performed in respect of the given timeframe - persistent, focused on targets/results, flexible, working independently and in teams.• Customer and service orientated - as well as a high degree of initiative and resilience.• English language – advanced.• Technical Education – leadership

MS Office – user knowledgeP&L, Operational KPI’s, revenue & GM, EHS compliance