Service Manager

This key role will ensure proper service delivery in Italy (time & quality wise). Lead service management, relationship management, and providing technical guidance. Lead and manage the service technician and/or workshop Sales team across the assigned region. To ensure the good service and coordination in the region. This role reports to Country Head.

Responsibilities

• Provide regular service training to clients.
• Facilitate the process of warranty claims, parts selling and service contracts.
• Manage and control of the parts inventories.
• Directs service forecasting for the region Italy and sets performance goals accordingly.
• Accountable for meeting or exceeding region service objectives on a monthly, quarterly and annual basis.
• Develop quarterly, monthly and weekly plans designed to maximize customer relationships and repair processes.
• Coaches Service Technician and/or Workshop Sales Team selling capabilities to increase contract sales.
• Manages performance and provides feedback in a timely manner.
• Participates in the interview and selection of new Service Technician
• Develop and maintain strong relationships with Sales Team that enable collaborative efforts to be utilized.
• Develop strong relationships with key decision makers at multiple levels.
• Demonstrate thorough understanding with the Medical products and of competitive products and positioning.
• Analyzes and controls expenses of the region to conform to budgetary guidelines.
• Routinely conducts quality control checks to ensure inspections and maintenance is performed as company’s specifications.
• Responsible for the creation, distribution, and management of all repair work orders ensuring repair/maintenance is prioritized based on scheduled need.
• To ensure the service is performed as the company specifications.
• To measure and manage KPIs and SLAs and track performance against targets.
• Design, develop, and document departmental processes.
• SAP Key User

Qualifications & Requirements

• Minimum 3 years of experience in service management.
• Bachelor’s degree in General Engineering Management.
• Experienced diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
• Excellent communication skills and fluency in Italian & English.
• Previous experience in same role is prefered.
• Preferred experience within medical device industry, specifically with injectable products or medical devices.