Job Posting Title
Group Service Quality ManagerThe challenge
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 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
Group Service Quality Manager has the full management of the Technical Office of Service Headquarter and the purpose to support the Service Organization (both HQ and Markets) for all the technical matters concerning Service of Company Products.
Main Responsibilities
Coordinate with “SBOM Reverse & SDA Team Leader” for management of Technical Documentation (NPI/Running Changes) to ensure daily operation with End User
Coordinate with “Service Quality MDA Coordinator” and “Service Quality SDA Coordinator” to populate and keep up to date the knowledge base for all channels, provide second level technical support to the Markets and Contact Center, follow up the solution of Technical Issues in the Markets ensuring that they are escalated and quickly solved with a Service Solution and Production Solution in cooperation with Product Quality Department
Coordinate with “Training and Connectivity Service Manager” for deployment of 1st level Training to Service Technical Support in the Markets and 2nd level deployment to Markets Network, management of Connectivity Issues in the Field and leverage on Connectivity for new methods of Service
Coordinate with “Service Quality Data Analyst” for publication of reports related to In Warranty Costs (Repairs + Pex + Allocation SG&A to In Warranty), Service Call Rate and Call Avoidance
Coordinate with “Built In Kitchen Specialist Support Manager” for publication of Installation Manuals related to New Products Introduced in the Market and management of installation issues coming from Markets and Kitchen Makers
What you need to succeed
Must have
Education: Degree in Engineering is a preference
Professional Experience: 10+ years of professional experience
Technical Skills: Good analytical skills and organization of work
Soft Skills:
Good communication skills and ability to collaborate across teams
Good capability to work inside multicultural team and interface with other people
Good communication capability
Language: Fluent in English and Italian (written and spoken).
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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.
