Truck cs - product performance service manager

FOR INTERNAL EMPLOYEES ONLYBASIC FUNCTIONLead both Control Room & Technical Performance and On-site Technical Support teams for the assigned product range, with the goal of proactively identifying product issues, accelerating their resolution, and enhancing overall service effectiveness through the use of telematics data, diagnostics, and on-site technical expertise.Drive the end-to-end management of product technical issues and service experience for a defined product range ensuring that issues observed arising during customer operations are properly intercepted, understood, configured, resolved and effectively communicated to the network and the final customer to continuously improve customer satisfaction and uptime.Capture and interpret signals from customer operations, identifying emerging patterns and critical issues, and providing meaningful insights on product performance in real conditions to support strategic and operational decisions.MAIN ACTIVITIES Detect emerging product issues by analyzing data coming from the customer operations collected in different systems, leveraging telematics dataDefine and monitor Customer Service Top Issues, ensuring full ownership from initial identification through to the implementation of effective solutionsCoordinate technical activities with Markets and central departments to improve service level to the final CustomerDefine tailored Customer Focused Actions for Key AccountsEnsure governance of technical communication toward Markets and dealer network (procedures, bulletins, documentation), translating technical findings into clear actionsHandle customer escalation involving key stakeholders and coordinating the On-site Technical team for deep expertiseLead Control Room activities for the specific product range, coordinating Technical Specialists and Data Scientists to analyze product performance in real conditions and quickly identify emerging issuesSupport new product launches KNOWLEDGE & EXPERTISE Strong technical background in engineeringExperience with Customer Service or Product SupportFamiliarity with quality and warranty processesProblem-solving and Customer-oriented mindsetStrong communication and stakeholder management skillsStrong analytical and data interpretation skillsExperience with digital tools and connected vehicle environments is a plus #J-18808-Ljbffr