Service Manager Poland & Baltics

Service Manager Poland & Baltics

Management of the after sales operations in the markets of his responsibility. Delivery of the results in terms of revenues, in warranty repairs management, customer satisfaction, contact center. Driving after sales revenues activities, such as spare parts sale, extended warranty business, consumables on the professional channel. 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.

After sales P&L of the markets of his responsibility in terms of service operating profit, service sales revenues, service sales margin. Unit intervention warranty costs, warranty total cost. Service commercial development. Service level KPI, customer satisfaction, contact center KPI (where applicable). Service quality activities. Defective product returns (PEX). Drive and manage contact center activities for specific market.

Accountable to define and operate the correct setup for field service support at the country level. After sales service network organization set up and maintenance. After sales network performance review. Network KPIs monitoring and development of specific action plans. Development of spare parts, extended warranties, consumables sales in professional channel and any extra service revenue lines. Scouting and development of new business opportunities such as extended warranty, repairs as business. 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. 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. Defective finished product exchange requests audit and authorization, procedures management. Defective and damaged finished products returned, classification and resale (if applicable). Technical support to the service network in cooperation with Haier/Candy Hoover service quality. Cooperation with local finished goods trade in terms of technical issues and pre-sales claims. Cooperation with central, corporate and service quality departments to provide technical information, deep products defect analysis, parts defective collection, IQC, EWS, returned finished good inspections and other quality activity requested. Reporting and budgeting.

Competencies: Everyday execution – business acumen, change management, computer literacy, problem solving and project management – high level. Operational execution – cost leadership, customer quality, innovation and margin realization – high level. Leadership – creating/implementing the Haier/Candy service strategy and inspiring with Haier/Candy values, building a winning team and driving the results – high level. Functional – customer interaction, direct sales, field/team management, quality control/improvement, negotiation skills, cost control – high level.

Other requirements: degree in engineering or economics. Very good Microsoft Office (Access, Word, Excel, PowerPoint). Proved experience in 3+ team management. Proved experience in inter functional and international projects management. Business understanding and analytic skills. 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.