We are looking for a Service and After-Sales Manager responsible for leading the after-sales team and defining an after-sales strategy, from the identification and prioritization of customers' requirements to the resolution of customers' requests, in order to deliver high-quality services and enhance sustainable customer relationships in accordance with applicable standards, quality, HSE, and corporate global and local guidelines and procedures.KEY RESPONSIBILITIES:Service Management· Oversee day-to-day customer support operational activities, ensuring system updating and monitoring the requests and customer response status.· Define a systematic approach to customer request management and drive corrective actions to provide the customer with the expected level of services and a standard qualitative level of response.· Ensure routine maintenance through remote or on-site activity and manage risks by identifying the root causes of problems and addressing possible solutions to avoid repeating the problem in the future and to continuously improve processes.Project Management· Drive actively and proactively all the project phases, providing the project team with delivered actions, acting as an enabler of synergy and efficiency across the processes involved.Reporting and Monitoring· Monitor promptly performances and KPIs, identify improvement and critical areas, set up contingency plans, in accordance with the strategy, as well as inputs provided by the business leader above to foster sustainable growth, managing risks appropriately.Guidelines and Document Management· Identify guidelines, policies, and procedures to guide all after-sales processes according to the approved strategy, ensuring appropriate implementation.· Guarantee all project documents and reports are compliant with the applicable standards and requirements.Budget Management· Manage the assigned budget, proposing to the level above the relevant periodical review.People Management· Manage the service team, maximize team efficiency and level of expertise, foster effective training, talent management, career path, and succession plan, applying a continuous improvement approach.· Drive a high level of commitment to results achievement, engaging the team in acting according to company values and principles.Relationship Management· Establish regular and proactive communication with both internal leaders, teams, and relevant stakeholders ensuring constant alignment on tasks, documentation, and deadlines.· Effectively build relationships with customers to facilitate the technical issues resolution as well as ensure the high level and optimization of service provided, liaising also with government agencies where required to obtain necessary approvals prior to start-up.We are a dynamic organization with great customers and a culture where people are valued and empowered to deliver amazing results.
We are also growing and looking to hire talented and passionate individuals to join our team!
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