Overview
Purpose: The role is responsible for leading after-sales service operations, customer support, and spare parts management within the assigned region. It coordinates the AS and Service activities, ensures high service quality, operational efficiency, and customer satisfaction, working closely with service teams, dealers, and key stakeholders like logistics, procurement, R&D and Plant.
Scope
To reinforce service & after sales force for F&B in EMEA market. To provide an opportunity for carrier growth by a wide exposure to international customers and experiences.
Principal Accountabilities and Responsibilities
Oversee after-sales operations, including service teams and spare parts logistics.
Ensure compliance with service quality standards and company policies.
Review and improve processes, monitor service KPIs, response times, and issue resolution metrics to optimize performance.
Set and guarantee, in accordance with F&B Sales, the level of service to provide to F&B customers. Manage customer escalations and service recovery processes to ensure quick and effective resolutions.
Oversee spare parts inventory, warranty management (in co-design with Sales and Quality), pricing strategies, and distribution logistics within the region.
Lead, coach, and develop regional after-sales teams to ensure high performance and professional growth.
Implement training programs for service technicians and customer support staff.
Develop and execute the regional after-sales strategy, aligning with overall business objectives, leveraging the synergies with Retail and identifying new commercial initiatives.
Requirements
Degree in Engineering, Logistics, Business Administration or a related field
Professional experience in the same role or similar (3-5 years e.g. commercial background)
Ability to develop a strategic vision
Entrepreneurship and courage and the ability to manage change
Excellent analysis skills, result orientation, flexibility and initiative
Solid customer service attitude
Excellent multi-level communication skills
Availability to travel to meet customers/attend shows in the EMEA perimeter
Note- This position will be sponsored both internally and externally- Home Office Contract
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