Job Title
Service Manager Italy
Location
Vimercate, Italy
Hybrid
2 days in the office and 3 days remote
Employment
Permanent
Come build something that matters.
The Job
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.
Main Tasks and Responsibilities
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
Handle escalated customer complaints and ensure satisfactory resolution
Ensure compliance with industry regulations and company policies
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
Establish systems for Warranty costs reduction, take the lead on managing product liability claims
Analyse spare parts sales service prices versus competitors and adjust necessary changes based on local needs and competition
Required Skills and Competencies
3-5 years of experience in this role, preferably in related fields
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
Ability to collaborate effectively with cross‑functional teams
Strong organizational and project management skills
Attention to detail and commitment to high‑quality standards
The Details
You’ll receive a competitive salary and a great benefits plan, including discounts on Stanley Black & Decker tools and other partner programs.
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
Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences
Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices
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