We are looking for a Service and After-Sales Manager responsible to lead the after-sales team and define 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 a sustainable customer relationship in accordance with applicable standards, quality, HSE and corporate global and local guidelines and procedures.
KEY RESPONSIBILITIES: 1. Service Management · Oversee day by day customers support operational activities, ensuring system updating and monitoring the requests and customers response status.
· Define systematic approach to customer request management and drives 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 manages 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.
2. Project Management · Drive actively and proactively all the project phases, providing the project team with delivered actions, acting as enabler of synergy and efficiency across the processes involved.
3. Reporting and Monitoring · Monitor promptly performances and KPI's, identifies improvement and critical areas, sets up contingency plans, in accordance with the strategy, as well as inputs provided by Business leader above to foster sustainable growth, managing risks appropriately.
4. Guidelines and Document Management · Identify guidelines, policies, and procedures to guide all after-sales processes according to the approved strategy, ensuring the appropriate implementation.
· Guarantee all project documents and reports are compliant with the applicable standards and requirements
5. Budget Management · Manage the assigned budget, proposing to the level above the relevant periodical review.
6. People Management · Manage the service team, maximize team efficiency and level of expertise, foster effective training, talent management, career path and succession plan, applying continuous improvement approach.
· Drive high level of commitment on results achievement, engage the team in acting according with company values and principle.
7. Relationship Management · Establish regular and proactive communication with both internal leaders, teams and relevant stakeholders ensuring a constant alignment on tasks, documentation, and deadlines.
· Effectively builds relationship with the customers to facilitate the technical issues resolutions as well as ensure the high level and the optimization of service provided, liaising also with government agencies where required to obtain necessary approvals prior to start-up.
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