Field Service Manager
Haier Europe is on a journey to achieve ambitious business growth and leadership objectives across the region, and we are looking for a passionate, proactive, and self‑driven individual to lead our field service operations.
What You Will Do
The Field Service Manager coordinates and optimises field service operations across multiple European markets, ensuring high‑quality customer care, product service excellence, and efficient performance of internal and external technical networks. The role drives process standardisation, operational efficiency, and continuous improvement in line with Haier’s service strategy in Europe.
Key Responsibilities
Field Operations Coordination
* Coordinate field service activities across European markets in alignment with regional standards and objectives.
* Oversee the performance and management of internal technicians and external service partners.
* Support local Field Service teams in day‑to‑day operational decisions and escalations.
Operational Model Optimization
* Analyze market‑specific operational models and identify efficiency opportunities.
* Introduce improved or new operating models to strengthen quality, cost control, and productivity.
* Define and implement standardised operating procedures and workflows across Europe.
Service Partner Management
* Define European‑level procedures for selection, onboarding, and qualification of new service partners.
* Establish annual evaluation criteria for qualitative and quantitative performance measurement.
* Monitor performance of the service partner network and drive corrective actions or improvement plans.
* Proven experience managing external service partners and technician networks.
Performance Management & KPI Oversight
* Monitor monthly performance across markets (technical KPIs, quality, NPS, CSI).
* Develop and track service KPI improvement plans.
* Establish annual targets and budget for the Field Service function.
* Comfortable working with digital tools and workflows to drive standardisation and operational excellence, with experience in Field Service Management platforms.
Cross‑Functional Collaboration & Cross‑Market Alignment
* Work closely with Contact Center, Supply Chain, Product Quality and Commercial teams.
* Ensure alignment on end‑to‑end service processes, including parts availability, repair cycle, and customer follow‑up.
* Support local field teams in meeting commercial service targets (e.g., service sales, warranty extensions, spare parts).
* Identify, document and share best practices in Field Service and Product Exchange Management.
* Promote adoption of tools, methodologies and standards across all European markets.
Quality & Cost Control
* Continuously monitor repair quality, technical effectiveness and recall/rework rates.
* Manage and control service cost drivers and define optimisation initiatives.
* Ensure the right balance between service quality and cost efficiency.
What You Need To Succeed
* Education: Bachelor’s degree in Engineering, or related field.
* Professional experience: 3–7 years of proven experience in a service department.
* Language: Fluency in Italian and proficiency in English (written and spoken).
* Soft skills: Excellent communication and stakeholder management abilities.
* Technical skills: Strong leadership, organisational and problem‑solving skills.
Haier Europe is an Equal Opportunity Employer. Employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
Manufacturing
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