Head Of Service & Business Operations

Head of Service & Business Operations page is loaded Head of Service & Business Operations Apply locations Lainate (MI), Italy time type Full time posted on Posted 30+ Days Ago job requisition id JR-0057446 What we offer: Baoli EMEA is a member company of Germany's KION Group AG, one of the worldwide biggest suppliers for intralogistical trucks and service as well as automation and supply chain solutions. Baoli EMEA provides affordable forklift trucks, warehouse equipment and spare parts via a Sales & Service network to customers mainly in Europe, the Middle East and Africa.
In this growing market segment Baoli EMEA is currently enhancing it's central After Sales and Technical Support team in Lainate, Italy. Our goal is to provide the best in class After Sales Services to our network partners. Therefore, we are looking for a Head of Service & Business Operations . In this position you manage the central Baoli After Sales team and are hands-on responsible for the After Sales and Product Support across EMEA. You will collaborate with other central management functions on defining and implementing strategic measures to improve the After Sales performance towards dealers and customers in EMEA.
We are a growing team in which you will have a real impact on customer satisfaction, the chance to implement your ideas, to personally grow and to jointly shape the future of Baoli EMEA.
Please note: In this position you will work in English, as our network partners are located all around Europe, Middle East and Africa.
Your general responsibilities:
You manage the Service & After Sales business of Baoli EMEA: Steering all After Sales related processes & operational activities together with your team (see detailed insights below)
Fostering our relations with internal as well as our external dealer network
Taking care to commercially grow the after sales business in EMEA
Defining and implementing strategic measures to professionalize our product support

You lead a team of 5 direct and additional dotted line reports
You manage budget and personnel planning
You measure and steer the operational and financial KPIs and take actions accordingly
Details about your area responsibilities in Baoli EMEA Service & After Sales:
Dealer relationship management in EMEA
Nurture our diverse and growing dealer network in all regards of After Sales support
Ensure the proper quality and quantity of provided support, guidance, and ensuring compliance with company standards and service protocols
Gather feedback and drive necessary changes to make Baolis product support and after sales offering a competitive advantage in the EMEA market
Parts support and business development
Ensure proper parts identification and parts order processes for our dealer network
Work closely with our KION factories in China as well as central functions to improve our parts business support level and maximizing our after sales business
Define and track of parts performance towards S&S (Sales & Service) network in collaboration with our KION parts warehouse
Define Baoli EMEA parts and software pricing and establish necessary price adjustments
Technical support, trainings & documents
Ensure a proper remote and on-site support (on 1st and 2nd level)
Make sure trainings for dealers are planned and performed, so they are well-versed in the latest truck models, service techniques, and best practices
Collaborate with factory on creation and publication of technical documentation and information
Plan, execute and track technical field campaigns
Product launches, warranty & quality feedback
Collaborate with Product Management, Production and Sales departments on launching and developing new products, safeguarding Service requirements are matched
Ensure the proper technical execution of Baoli PDI (Pre-delivery inspection) in Europe
Overlook warranty procedures and performance
Gather and provide structural feedback on quality issues towards the KION factory in China
Strategic development of After Sales performance
Analyse data from the field. Steer KPIs, share insights and define short- and long-term measures to professionalize and grow the business
Oversee the integration and utilization of technology, such as remote monitoring systems or diagnostic tools, to streamline service operations and enhance efficiency
Team and budget management
Manage, empower and enable your team members
Communicate and demonstrate how to deliver excellent product support
Drive change initiatives, implementing new service processes, and communicate to ensure seamless adoption within the dealer network
Manage budgets across different regions, optimize costs, and ensure effective resource allocation for service operations within each territory
Tasks and Qualifications: Your qualifications:
Experience in managing after sales operations. Preferrable in multiple countries, understanding regional regulations, and adapting service processes
Profound experience in After Sales & Service business models, products and operations
A good technical know-how regarding forklifts and/or similar products
Experience in collaborating and developing a centralized dealer network
Familiarity in defining, communicating and executing strategic projects
Experience in leading employees disciplinary as well as functional
Ability to collaborate on a corporate level with other senior managers
Organized, solution driven as well as pragmatic and pro-active mindset
Ability to challenge the status quo and continuously strive for improvements
Active, self-starting approach with a can-do attitude
Strong communication & facilitation skills
Fluent in written and spoken English
What we offer:
A company with future: Baoli EMEA is a growing company in a very dynamic business field, as part of German KION Group we are building up a solid base for long-term success
A job which allows you to have a real impact: As part of a comparable small business unit within KION Group, you have the chance to implement your ideas to improve the Baoli processes and business model
Our basics: Possibilities for regular remote work, attractive compensations & employee benefits, chances to learn new professional skills, a cantina with company subsidized prices, an open and friendly working environment

About Us KION Industrial Trucks & Services EMEA (KION ITS EMEA) is an operating unit of the KION Group, consisting of the three strong and successful brands Linde Material Handling, STILL and Baoli. Their products are industry leading industrial trucks, intralogistics systems and solutions. The three brand companies serve their customers independently in their individual markets, providing the right products, services, and solutions. They are supported in the back office by overarching support functions in order to work efficiently and agilely in a highly dynamic and rapidly changing market environment.
The KION Group is among the world's leading suppliers of industrial trucks and supply chain solutions and has a global network of more than 42,000 employees. Its portfolio encompasses forklift trucks and warehouse trucks, as well as integrated automation technology and software solutions for the optimization of supply chains. Across more than 100 countries worldwide, the KION Group's solutions improve the flow of material and information within factories, warehouses, and distribution centers.
Our Linde and STILL forklift brands serve the premium industrial truck segment. Dematic is a global leader in automated material handling. Together, we are shaping the future and are among the best in our industry.
Our culture is driven by our shared KION Group values – integrity, collaboration, courage and excellence.

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