Aftermarket Customer Service Supervisor

2 mesi fa

Mezzago, Italia Flowserve Corporation A tempo pieno
Flowserve is a world-leading manufacturer and aftermarket service provider of comprehensive flow control systems. Join a company whose people are committed to building a more sustainable future to make the world better for everyone. With 16,000+ employees in 50+ countries, we combine our global reach with local presence. Our team challenges themselves to approach each situation with ingenuity and creativity to help provide our customers with the most innovative flow control products and services. We support 10,000+ customers worldwide, creating products to meet the needs of our customers who are supplying energy, fresh water, pharmaceuticals and other essentials to consumers, businesses and governments globally. We invite you to put your talents and career in motion at Flowserve.Company Overview:If a culture of excellence, innovation and ownership is what you’re searching for, consider putting your experience in motion at Flowserve. As an individual contributor, or as a leader of people, your enterprise mindset will ensure Flowserve’s position as the global standard in comprehensive flow control solutions. Here, your opportunity for professional development and industry leading rewards will be supported by our foundational commitments to the values of people first, integrity and safety. Thinking beyond opportunity and reward, at Flowserve, we are inspired by working together to create extraordinary flow control solutions to make the world better for everyone Role Summary: As a Aftermarket Customer Service Manager you are responsible for the management of all operational aspects related to warranty, service/ repair/ TAR contracts, for the supply of products and/or services and for the profit and loss account for your function. You will also be responsible for expanding and exploring the service potential as well as ensuring and improving customer satisfaction.Responsible for the day-to-day operations of the service team as demanded by the clients and in line with the business processes.Main contact for the customer, from the arrival of the service order to the complete execution of the contract and billing.Responsible for coordination between the cross functional teams, assess risks.Flowserve counts on the Aftermarket Customer Service Manager to be an indispensable resource to our customers, creating a lasting competitive advantage for our products and services. The position anticipated travel to customer sites is organizationally based in the global Quick Response Centre (QRC) of FCD. Responsibilities:
  • Actively support a positive HSE culture to reduce lost time injuries and recordable accident frequency rate and maintain a safe hazard free work environment. Work according FLS and Customer safety regulation and rules. Responsible for organization of required equipment (tools, PPE, ...).
  • Ensuring and optimizing the operational KPIs related to after-market services
  • Support of existing customers and acquisition of new customers in coordination with the sales department related to after-market.
  • Coordinate all warranty for FCD products together within the sub-region and liaise with other QRCs worldwide (where applicable) depending upon the end user location. Solicit assistance from EMEA Field service organization, where required, lead by Georg Samonig in Austria.
  • Provide first line of supervision to the Field Service Technicians to manage daily priorities. Review and sign off the Field Service Reports prepared by the Field Service Technicians and ensure that they continue identifying valve/ actuator/ control panels upgrade & retrofit opportunities including automation services
  • Performing Field visits, assessments and concluding service contracts
  • Monitoring and responsibility of the profitability of the after market department into the QRC in Mezzago
  • Optimization and continuous improvement of process flows in the service department
  • Active participation in the development and implementation of innovative service processes and solutions
  • Interface management with internal engineering, external service providers, purchasing, quality and other service / QRC location worldwide
  • Evaluation and reporting of operational key figures in an international environment
  • Enforcement of safety and quality expectations
  • Support in operational tasks from the EMEA Field Service Manager, as required
Requirements:
  • Successfully completed university studies in the field of mechatronics, mechanical engineering, industrial engineering or similar or equivalent experience
  • Ability to communicate with colleagues at production sites and service centers in an international environment
  • Basic plant and process knowledge of valves and actuators
  • Proficient in all testing requirements for valves, actuators and positioners including testing software and troubleshoot...

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