FOR INTERNAL EMPLOYEES ONLY
Si candidi in fretta: consulti la descrizione completa scorrendo verso il basso per scoprire tutti i requisiti di questo ruolo.
BASIC FUNCTION:
Lead both Control Room & Technical Performance and On-site Technical Support teams for the assigned product range, with the goal of proactively identifying product issues, accelerating their resolution, and enhancing overall service effectiveness through the use of telematics data, diagnostics, and on-site technical expertise.
Drive the end-to-end management of product technical issues and service experience for a defined product range ensuring that issues observed arising during customer operations are properly intercepted, understood, configured, resolved and effectively communicated to the network and the final customer to continuously improve customer satisfaction and uptime.
Capture and interpret signals from customer operations, identifying emerging patterns and critical issues, and providing meaningful insights on product performance in real conditions to support strategic and operational decisions.
MAIN ACTIVITIES:
Detect emerging product issues by analyzing data coming from the customer operations collected in different systems, leveraging telematics data
Define and monitor Customer Service Top Issues, ensuring full ownership from initial identification through to the implementation of effective solutions
Coordinate technical activities with Markets and central departments to improve service level to the final Customer
Define tailored Customer Focused Actions for Key Accounts
Ensure governance of technical communication toward Markets and dealer network (procedures, bulletins, documentation), translating technical findings into clear actions
Handle customer escalation involving key stakeholders and coordinating the On-site Technical team for deep expertise
Lead Control Room activities for the specific product xjrgpwk range, coordinating Technical Specialists and Data Scientists to analyze product performance in real conditions and quickly identify emerging issues
Support new product launches
KNOWLEDGE & EXPERTISE:
Strong technical background in engineering
Experience with Customer Service or Product Support
Familiarity with quality and warranty processes
Problem-solving and Customer-oriented mindset
Strong communication and stakeholder management skills
Strong analytical and data interpretation skills
Experience with digital tools and connected vehicle environments is a plus