Service Manager Italia

Job Overview

Job Title: Service Manager Italy

Location: Vimercate, Italy

Hybrid: 2 days in the office and 3 days remote

Employment: Permanent

Responsibilities

• 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
• Handle escalated customer complaints and ensure satisfactory resolution
• Ensure compliance with industry regulations and company policies
• Collaborate with cross-functional teams to drive service excellence
• Design and update quality assurance procedures and customer satisfaction surveys
• Act as owner and key contact for escalated service and quality issues within the region
• Manage SBU Service P&L’s
• Establish systems for warranty costs reduction and manage product liability claims
• Analyze spare parts sales service prices versus competitors and adjust based on local needs and competition

Qualifications

• 3‑5 years of experience in a similar role, preferably in related fields
• 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 preferred; commercial experience beneficial
• SAP knowledge is a plus
• Ability to handle multiple priorities, organize, plan, and meet difficult deadlines in a fast‑paced environment
• Proficiency in English
• Excellent coaching, training, and leadership skills
• Effective problem‑solving and root cause analysis abilities
• Strong verbal and written communication skills
• Ability to collaborate effectively with cross‑functional teams
• Strong organizational and project management skills
• Attention to detail and commitment to high‑quality standards

Benefits

• Competitive salary and benefits plan, including discounts on Stanley Black & Decker tools and partner programs
• Opportunities for growth within a global company with multiple brand portfolios
• Access to digital learning resources and a robust learning portal
• Commitment to diversity, inclusion, and sustainable business practices