A Day in the Life At the heart of the Service & Repair Customer Care transformation lies a simple but powerful belief: technology is only truly effective when guided by people who care. We are building a team where every individual is welcomed, empowered, and inspired to grow—professionally and personally—creating connections that transcend cultures and roles. We are establishing the first S&R Lab in Italy to elevate our operating model and drive process excellence across multiple countries. As a Principal Customer Care Specialist, you will play a critical role in fostering accountability, harmonizing global practices, managing country‑specific requirements with agility and compliance, and unlocking efficiencies through digitalization and data‑driven decision-making. This is a senior, high‑impact role where you will shape operational standards, drive quality, enable knowledge, and mentor teams, promoting performance, trust, inclusion, and growth. Responsibilities Ensure compliance and operational alignment through Customer Care documentation: review, update, and standardize QMS documents to reflect enterprise requirements, organizational updates, and new product or process changes. Drive operational excellence in Customer Care processes and system workflows: identify inefficiencies, facilitate improvement workshops, implement actionable enhancements, and ensure consistent, compliant, and high‑quality customer experiences across regions. Enable high‑quality knowledge and insights: collaborate with the Knowledge & Change Management Principal to ensure timely, accurate, and non‑redundant information is available on digital platforms, supporting consistent execution of Customer Care processes. Harmonize cross‑regional processes: partner with EMEA Service & Repair teams and Italian stakeholders to test, validate, and align processes, ensuring best practices, smooth adoption, and successful rollouts across countries. Drive data‑informed decisions and CAPA ini...