Purpose:
* The role is responsible for leading after-sales service operations, customer support, and spare parts management within the assigned region.
* It coordinates the AS and Service activities, ensures high service quality, operational efficiency, and customer satisfaction, working closely with service teams, dealers, and key stakeholders like logistics, procurement, R&D and Plant
Scope:
* To reinforce service & after sales force for F&B in EMEA market
* To provide an opportunity for carrier growth by a wide exposure to international customers and experiences.
Principal Accountabilities and Responsibilities:
* Oversee after-sales operations, including service teams and spare parts logistics.
* Ensure compliance with service quality standards and company policies.
* Review and improve processes, monitor service KPIs, response times, and issue resolution metrics to optimize performance.
* Set and guarantee, in accordance with F&B Sales, the level of service to provide to F&B customers. Manage customer escalations and service recovery processes to ensure quick and effective resolutions.
* Oversee spare parts inventory, warranty management (in co-design with Sales and Quality), pricing strategies, and distribution logistics within the region.
* Lead, coach, and develop regional after-sales teams to ensure high performance and professional growth.
* Implement training programs for service technicians and customer support staff.
* Develop and execute the regional after-sales strategy, aligning with overall business objectives, leveraging the synergies with Retail and identifying new commercial initiatives.
Requirements:
* Degree in Engineering. Logistics, Business Administration or a related field
* Professional experience in the same role or similar (3-5 year e.g. commercial background)
* Ability to develop a strategic vision
* Entrepreneurship and courage and the ability to manage change
* Excellent analysis skills, result orientation, flexibility and initiative
* Solid customer service attitude
* Excellent multi-level communication skills
* Availability to travel to meet customers/attend shows in the EMEA perimeter
Note
* This position will be sponsored both internally and externally
* Home Office Contract