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 networkTaking care to commercially grow the after sales business in EMEADefining and implementing strategic measures to professionalize our product supportYou lead a team of 5 direct and additional dotted line reportsYou manage budget and personnel planningYou measure and steer the operational and financial KPIs and take actions accordinglyDetails about your area responsibilities in Baoli EMEA Service After Sales:Dealer relationship management in EMEANurture our diverse and growing dealer network in all regards of After Sales supportEnsure the proper quality and quantity of provided support, guidance, and ensuring compliance with company standards and service protocolsGather feedback and drive necessary changes to make Baolis product support and after sales offering a competitive advantage in the EMEA marketParts support and business developmentEnsure proper parts identification and parts order processes for our dealer networkWork closely with our KION factories in China as well as central functions to improve our parts business support level and maximizing our after sales businessDefine and track of parts performance towards SS (Sales Service) network in collaboration with our KION parts warehouseDefine Baoli EMEA parts and software pricing and establish necessary price adjustmentsTechnical support, trainings documentsEnsure 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 practicesCollaborate with factory on creation and publication of technical documentation and informationPlan, execute and track technical field campaignsProduct launches, warranty quality feedbackCollaborate with Product Management, Production and Sales departments on launching and developing new products, safeguarding Service requirements are matchedEnsure the proper technical execution of Baoli PDI (Pre-delivery inspection) in EuropeOverlook warranty procedures and performanceGather and provide structural feedback on quality issues towards the KION factory in ChinaStrategic 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 businessOversee the integration and utilization of technology, such as remote monitoring systems or diagnostic tools, to streamline service operations and enhance efficiencyTeam and budget managementManage, empower and enable your team membersCommunicate and demonstrate how to deliver excellent product supportDrive change initiatives, implementing new service processes, and communicate to ensure seamless adoption within the dealer networkManage budgets across different regions, optimize costs, and ensure effective resource allocation for service operations within each territoryTasks and Qualifications:Your qualifications:Experience in managing after sales operations.
Preferrable in multiple countries, understanding regional regulations, and adapting service processesProfound experience in After Sales Service business models, products and operationsA good technical know-how regarding forklifts and/or similar productsExperience in collaborating and developing a centralized dealer networkFamiliarity in defining, communicating and executing strategic projectsExperience in leading employees disciplinary as well as functionalAbility to collaborate on a corporate level with other senior managersOrganized, solution driven as well as pragmatic and pro-active mindsetAbility to challenge the status quo and continuously strive for improvementsActive, self-starting approach with a can-do attitudeStrong communication facilitation skillsFluent 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 modelOur 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 UsKION 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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