What are the responsibilities and job description for the Italy Service Manager position at CCR (Carrier Commercial Refrigeration)?
Overview
We are looking for an Italy Service Manager to drive the service organization’s strategy by implementing processes, KPIs, and standards that ensure operational excellence, strong customer experience, and efficient resource utilization, while leading country-level service projects and supporting the local service organization.
Responsibilities
- Ensures supports to all necessary actions to meet NPS targets in the country.
- Ownership of country’s planning, budgeting, reporting and forecasting.
- Ownership of country KPI´s, sales gross margin, absorption and key working capital items.
- Drives and owns the SIOP process for country to meet financial targets.
- Owns productivity targets for the service business in the country.
- Teams with Supply Chain team to drive standardization and material productivity, as well as subcontractor’s savings.
- Ensures required resource level are staffed to execute Service activity in the country, including hiring and training targets.
- Ensures standards, quality and deadlines are being followed.
- Drives actions to track and improve service quality.
- Owns country service performance
- Owns country subcontractor portfolio development and qualification for service
- Participates in the development and implementation of standard processes and tolls as required
- Analyses operational KPI's on monthly base and takes imitate actions if needed - discussed in monthly review
- Re-adjusts pricing of local contracts/labour-rates according to inflation/cost increases
- Revisits standard processes (Certification L1 - L3) to ensure their efficiency and adjust them if required
Qualifications
- Deep knowledge about all Service KPIs, understand how they interconnect and how to influence them.
- Business Judgement - understanding the market situation, customer segment, sales potential, and competition in the country.
- Understand customer needs and provide expected services - aligned with financial targets
- Experience in refrigeration service activities.
- Fully understand the P&L structure (from revenue to costs and absorption).
- Drive change by leading with example, demanding results and create a winning culture.
- Pro-actively take actions to improve local performance and share best-practices.
- Service management – lead projects on country level.
- Strong communication and service management skills.
- Time Management – any activity must be performed in respect of the given timeframe - persistent, focused on targets/results, flexible, working independently and in teams.
- Customer and service orientated - as well as a high degree of initiative and resilience.
- English language – advanced.
- Technical Education – leadership
- MS Office – user knowledge
- P&L, Operational KPI’s, revenue & GM, EHS compliance