Job Title: Service Manager Italy Location: 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 Co