Job Purpose and Summary As Service & Support Director you are responsible for leading Canon Italy´s Service & Support and Professional Services Organization, ensuring efficient service operations and business growth.
Together with your team you not only deliver efficient service propositions and pricing strategies to protect our long-term service margin but ensure best in class service delivery for our customers.
What we give Leads Canon Italy´s Service and Support and Professional Services Function for direct and indirect sales channels in a competitive and efficient set up; acts as a proactive strategic center of excellence for efficient service propositions, competitive service cost price setting and long-term protection of service margin; ensures partner accreditation and technical support for indirect channel; ensures and enforce implementation of EMEA service standards and methodologies to create and foster local best in class service operations; ensure the delivery of financial contribution from traditional and professional services, maximizing opportunities to grow additional services whilst having a strong focus on control of cost of sales and SGA; is responsible for overall achievement of customer satisfaction objectives; ensures that development and growth opportunities for the Service & Support people are attained and employee experience is kept at the highest possible level; leads the team ensuring compliance with legal and corporate rules; builds and maintains strong relationships with key internal and external stakeholders.
What we ask We need people who can achieve the exceptional by working collaboratively, who have the courage to risk new ways of working and the ability to see the world the way their customers do.
You will need • Demonstrated track record preferably in either Service & Support or Professional Services Management; • strong proactive change management and innovation mindset track record; • process management skills and knowledge (ideally Prince2, APMP,…) will be required; • inspiring and motivational leadership style based on KPI`s accompanied by goal and outcome orientation with a strong coaching focus: "make it happen"; • customer oriented mindset; • capability to operate successfully in complex matrix organizations; • ability to comprehensive manage the Function P&L; • ability to actively interact and build relationships at all levels of the organization; also with stakeldholders outside of Italy as part of the European organization; • act as a role model of Canon`s leadership principles; • mother tongue Italian; • fluent English.
