Service Delivery Manager Southern Europe – responsible for ensuring high‑quality service delivery to customers in the aftermarket and support of service activities.
Responsibilities
* Prioritize and track all open cases, ensuring required response and resolution times are met.
* Document customer problems and forward them to remote teams.
* Order spare parts as required and monitor punctual delivery.
* Quotations and follow‑up with customers to secure timely orders when intervention is not covered by contract or guarantee.
* Coordinate appointment scheduling with customers, aligning with spare‑part delivery and dispatching field service engineers (FSEs).
* Track execution and ensure hand‑offs are completed on time and without delay.
* Optimize FSE scheduling to reduce travel time and assign staff based on skill sets.
* Work closely with the service sales team to generate potential orders for service products, including service contracts.
* Identify improvement and optimization opportunities with service teams, implementing continuous‑improvement projects to achieve agreed KPIs.
* Review case documentation regularly, identify deficiencies, discuss needs, and pursue improvements.
* Lead the team – planning, leadership, promotion, and evaluation.
Qualifications
* Degree focused on business administration or related field.
* Several years of professional experience in customer service, customer support, or back‑office operations.
* Few years of people‑management experience.
* Fluent in English; for Italy applicants also fluent Italian; for France applicants fluent French. Advanced French or Italian is a plus.
* Strong planning, organization and decision‑making skills.
* Experience with CRM and ERP systems; SAP and SFDC experience is a plus.
Benefits include a comprehensive package of health‑care benefits, paid time off, remote‑work eligibility and bonus/incentive pay. The role is fully on‑site (office 5 days/week). The position is located in either Nanterre (Paris‑France) or Buccinasco (Milan LMS).
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