Ph3Job Title /h3 pService Manager Italy /p h3Location /h3 pVimercate, Italy /p h3Hybrid /h3 p2 days in the office and 3 days remote /p h3Employment /h3 pPermanent /p pCome build something that matters. /p h3The Job /h3 pThe 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. /p h3Main Tasks and Responsibilities /h3 ul liMonitor, analyse, and report on customer service metrics /li liConduct regular audits and assessments of service quality /li liDevelop and implement initiatives for new premium services /li liAnalyse customer feedback and service team performance to identify areas for improvement /li liTrain and coach staff on quality standards and procedures /li liHandle escalated customer complaints and ensure satisfactory resolution /li liEnsure compliance with industry regulations and company policies /li liCollaborate with cross‑functional teams to drive service excellence /li liDesign and update quality assurance procedures and customer satisfaction surveys /li liBeing ‘Owner’ and key contact for escalated service and quality issues within the region /li liManaging SBU Service PL’s /li liEstablish systems for Warranty costs reduction, take the lead on managing product liability claims /li liAnalyse spare parts sales service prices versus competitors and adjust necessary changes based on local needs and competition /li /ul h3Required Skills and Competencies /h3 ul li3-5 years of experience in this role, preferably in related fields /li liProven experience in customer service, quality assurance, or quality control roles /li liProficiency in data analysis and performance/operation metrics /li liTechnical and repair knowledge of tools is preferred, some commercial experience as well /li liSAP knowledge is a plus /li liAble to handle multiple priorities, organize, plan, and meet difficult deadlines, and multi‑task in a fast‑paced environment /li liEnglish knowledge, proficiency /li liExcellent coaching, training, and leadership skills /li liEffective problem‑solving and root cause analysis abilities /li liStrong verbal and written communication skills /li liAbility to collaborate effectively with cross‑functional teams /li liStrong organizational and project management skills /li liAttention to detail and commitment to high‑quality standards /li /ul h3The Details /h3 pYou’ll receive a competitive salary and a great benefits plan, including discounts on Stanley Black Decker tools and other partner programs. /p ul liGrow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths /li liLearn: Have access to a wealth of learning resources, including our digital learning portal /li liBelong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences /li liGive Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices /li /ul /p #J-18808-Ljbffr