Regional Service Specialist

Job Posting TitleRegional Service Specialist

The challengeAn 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 the 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.

What you will do

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, deep 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

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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.

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