Job Title: Service Manager Italy Hybrid : 2 days in the office and 3 days remote It takes great people to achieve greatness. People who care about making things better For Those Who Make The WorldTM. Join our top-notch team of approximately 48,000 diverse and high-performing professionals globally who are making their mark on some of the world's most beloved brands, including DEWALT, BLACK+DECKER, CRAFTSMAN, STANLEY, CUB CADET, and HUSTLER. The Service & Quality Manager is responsible for overseeing and ensuring the consistent delivery of high-quality service standards within the organization. This role involves developing, implementing, and monitoring processes and procedures to maintain optimal service performance, addressing customer satisfaction, and managing service improvement initiatives. The Service & Quality Manager collaborates with various departments to identify areas for enhancement, analyse performance data, and create action plans to drive continuous improvement and enhance the overall customer experience Monitor, analyse, and report on customer service metrics Conduct regular audits and assessments of service quality Develop and implement initiatives for new premium services Analyse customer feedback and service team performance to identify areas for improvement Train and coach staff on quality standards and procedures Collaborate with cross-functional teams to drive service excellence Design and update quality assurance procedures and customer satisfaction surveys Being 'Owner' and key contact for escalated service and quality issues within the region Managing SBU Service P&L's Analyse spare parts sales service prices versus competitors and adjust necessary changes based on local needs and competition Proven experience in customer service, quality assurance, or quality control roles. ~ Proficiency in data analysis and performance/operation metrics. ~ Technical and repair knowledge of tools is preferred, some Commercial experience as well ~ SAP knowledge is a plus ~ Able to handle multiple priorities, organize, plan, and meet difficult deadlines, and multi-task in a fast-paced environment ~ English knowledge, proficiency ~ Excellent coaching, training, and leadership skills. ~ Effective problem-solving and root cause analysis abilities. ~ Strong verbal and written communication skills. ~ Strong organizational and project management skills. ~ Attention to detail and commitment to high-quality standards. Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths. Learn: Have access to a wealth of learning resources, including our digital learning portal. Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices. More than a driving force in outdoor power equipment. More than a global leader in industrial.