Międzynarodowa firma elektroniczna poszukuje obecnie kandydatów na stanowisko: KIEROWNIK / DYREKTOR Serwis LCD, Drukarki na teren całej Europy - European Service Manager - LCD Telewizor, Drukarki, Audio, Wideo - Home appliances. To wspaniała okazja dla uzdolnionych kandydatów, którzy chcieliby pracować w międzynarodowym zespole. Jeśli posiadasz min. 3~4 -letnie doświadczenie na podobnym stanowisku - Serwis LCD, Drukarki / Service Manager oraz znajomość angielskiego na co najmniej poziomie dobrym, nie wahaj się, aby aplikować na wspomniane stanowisko.
Email: info@recruit.com.pl
Description:
This individual will be responsible for managing the service / serwis and support operation for consumer electronic products such as TV's, DVD Players and Printers. Work closely with the service / serwis network providers in an effort to drive increased service and support efficiencies to obtain aggressive warranty cost goals. Integrate with the cross-functional teams and work closely with R&D, Manufacturing, and Marketing personnel to align service / serwis product requirements and operational goals with these functions.
Job Responsibilities:
Responsibilities include, but are not limited to, the following: oversight of service / serwis network partner management, program/workflow management, change management, process design and refinement, corrective action, reporting of performance metrics and service / serwis financials, and other activities required to oversee stable operation of the service serwis operation.
• Demonstrate Product Cost Management with thorough understanding of the primary cost drivers with the service / serwis business and successfully translate into key service requirements to reduce costs. This would include working closely with the current product engineering to drive call handling, product repair and retail return efficiencies to drive down the transactional costs for each respective area.
• Serves / serwis as first point of contact to resolve contractual related issues and vendor disputes
• Provide direct guidance and support to vendors to ensure overall client satisfaction and appropriate level of service / serwis delivery.
• Develops and monitors goals for vendors and provides ongoing feedback and coaching.
• Ensures vendor meets all regulatory requirements and comprehends and complies with best practices, professional standards, internal policies, and procedures.
• Reviews and directs vendor activities, ensuring performance meets service / serwis level goals and other terms and conditions are met - drive servicer / serwis performance through KPI management.
• Monitors service / serwis provider operations and performance against service / serwis level agreements, examines measured results for problem determination and root cause analysis, and takes appropriate action to correct failed activities, functions and processes.
• Reviews, develops and recommends processes to improve and/or enhance vendor operations and performance in the areas of call handling, scheduling, warranty claims processing, parts operations & utilization management, billing practices and lead operations streamlining and cost optimization initiatives.
• Creates, negotiates and incorporates contract amendments, re-negotiating if required, to accommodate service / serwis level changes.
• Reviews contract budget variances and takes corrective action as needed.
• Reviews A/R to minimize potential part ordering issues.
• Prepares and presents to senior management the status of organizational performance while identifying any potential financial and/or compliance risks.
• Follow up and drive escalations to closure.
• The service / serwis manager will collaborate with the different service / serwis departments:
• Service / serwis Parts Management
• Driving operational performance with the vendors - observing the business and service practices of the service / serwis partners and making recommendations to improve their efficiency and productivity.
• Relationship management with the service / serwis vendors. Identifying gaps in any operational process, behavior, etc with vendors, recommend solution and follow up to closure.
• Clearly understand the project landscape and current service / serwis network model
• Be pro-active in understanding project delivery related challenges with vendors.
Required Skills
1. Familiarity with consumer electronic products from an overall system perspective.
2. Ability to drive change
3. Demonstrated leadership skills, including project management, and ability to work collaboratively with team members to obtain team goals.
4. Customer focused. Ability to respond after hours and weekends when the need arises
5. Strong initiative. Proactive in identifying and implementing cost improvement initiatives.
6. Proficient in Microsoft Office applications, especially Excel
7. Strong written and oral communication skills
8. Strong organizational skills. Capable of managing multiple tasks
9. Must be willing to travel (Domestic & International)
DESIRED SKILLS:
1. Previous / Service Serwis Management experience and knowledge of service / serwis systems experience preferred
2. Strong finance and business background
3. Engineering background
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Minimum Education Level Bachelors Degree
Minimum Education Field(s) Technical Related Field
Physical Requirements Domestic & International Travel
Work location : Warsaw or Home office is possible if candidate are living outside Warsaw