Regional Service Specialist

Regional Service Specialist

An exciting opportunity has arisen to contribute to Haier Europe. The company is on a journey to achieve ambitious business growth and leadership objectives in the region, and we need someone who is passionate, proactive, self-driven and motivated to join a team of open-minded individuals. We are looking for an individual who demonstrates the core values of Haier's attitude: entrepreneurship and innovation, zero distance to consumers and IoT & Ecosystem thinking. A true change agent with an agile approach thriving for idea contamination and with a hyper-collaborative approach that breaks silos and creates an open ecosystem.

The purposes of the position are:

• Management of the After Sales operations in the markets of responsibility
• Delivery of the results in terms of revenues, In Warranty repairs management, customer satisfaction
• Service budgeting and financial management
• Provide strategic direction and leadership at country level for the Customer Service and Spare Parts function in order to achieve company objectives and reach customer satisfaction and brand loyalty

Responsibilities:

• After sales P&L of the markets of responsibility in terms of Service Operating Profit, Service Sales Revenues, Service Sales Margin
• Control and monitoring of Unit Intervention Warranty costs, Warranty total cost
• Guide Service level KPI, Contact Center KPI, Customer Satisfaction (where applicable)
• Collect and support Service Quality activities
• Monitor Defective Product Returns process (PEX) with the objective of reducing the impact in the market
• Support the markets in the local implementation of the service strategy and guidelines provided by the Operations and Commercial & Marketing HQ functions
• Monitor the markets' performances and provide support to achieve both the qualitative and economical target KPIs
• Development of spare parts and consumables sales in collaboration with the HQ Commercial Manager and market team
• Accountable to define and operate the correct set up for field service support at the country level
• Align strategy between Finished Goods and Service local-for-local

Activities:

• Responsible for defining a guide to local service team to operate the correct setup for field service support at the country level (network)
• After sales network performance review
• Network KPIs monitoring and development of specific action plans
• Development of spare parts and consumables sales in collaboration with the HQ Commercial Manager
• Scouting and development of new business opportunities such as extended warranty, repairs as business in line with market requirements and specifications
• Set the Pricing Strategy by Product Category and continually develop new direct customers in all market channels in line with guidelines in line with market
• Put in place the appropriate set of activities in order to establish the correct warranty execution and reliable controls in accordance with the different countries' legislation.
• Provide Strategic and Change Leadership to the Customer Service/Spares Function and Teams
• Ensure Call Center activities are performing in line with Haier/Candy guidelines and delivering set KPIs
• Monthly revenues and costs analysis
• Ensure the Customer Satisfaction levels according to the company standards
• Local service staff coordination
• Parts supply chain supervision; cooperation with distributors
• Guide markets for defective Finished Product Exchange requests audit and authorization, procedures management
• Provide directives upon defective and Damaged Finished Products returned, classification and resale
• Liaise with HQ Service quality team for technical support to the Service Network to support markets
• Cooperation with local Finished Goods trade in terms of technical issues and presales claims
• Cooperation with central, Corporate and Service Quality departments to provide technical information, products defect analysis, parts defective collection, IQC, EWS, returned finished good inspections and other quality activity requested.
• Reporting and budgeting

What you need to succeed:

Must have:

• Everyday Execution: Business Acumen, Change Management, Computer Literacy, Problem Solving and Project Management
• Operational Execution: Cost Leadership, Customer Quality, Innovation and Margin Realization
• Leadership: Creating/Implementing the Haier/Candy Service Strategy and Inspiring with Haier/Candy Values, Building a Winning Team and Driving the Results
• Functional: Customer Interaction, Direct Sales, Field/Team Management, Quality Control/Improvement, Negotiation Skills, Cost Control

Education: Technical background, Engineering degree

Professional experience:

• Proved experience in 3+ team management
• Proved experience in inter functional and international projects management

Technical Skills:

• Very good Microsoft Office (Access, Word, Excel, PowerPoint)
• Business understanding and analytic skills

Soft skills:

• Problem Solving
• Team working

Language: Italian & English language full proficiency

Haier Europe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.