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OEM Service Management Specialist
2 mesi fa
Job Responsibilities
As an OEM Service Management Specialist, you will be an integral member of the global Customer Care team, responsible for overseeing the management of OEM partnerships for De'Longhi Group. Your role will focus on ensuring exceptional service support for OEM clients, driving customer satisfaction, and maintaining high-quality standards across all interactions.
Main Responsibilities
- Act as the main liaison for all OEM service-related inquiries, fostering strong relationships with both OEM partners and customers, particularly in relation to Nespresso and Dolcegusto.
- Oversee the execution of service agreements with OEM partners, ensuring adherence to contractual commitments, timelines, and quality benchmarks.
- Provide expert technical assistance to OEM partners and customers, addressing product-related challenges, troubleshooting issues, and delivering effective solutions.
- Collaborate with cross-functional teams, including Sales, Engineering, and Operations, to meet customer requirements, guarantee efficient service delivery, and encourage ongoing improvements.
- Conduct regular assessments of service performance metrics, analyzing data to uncover opportunities for process enhancement, cost savings, and improved customer satisfaction.
- Design and implement comprehensive training programs for OEM partners and internal teams, ensuring a thorough understanding of product features, functionalities, and service protocols.
- Contribute to the development and upkeep of service documentation, including manuals, troubleshooting guides, and FAQs, to support effective assistance and problem resolution.
Job Profile
Qualifications
- Bachelor's degree in Engineering, Business Administration, or a related discipline. Relevant professional experience may also be considered.
- Demonstrated experience in OEM service management, technical support, or similar roles within the manufacturing sector.
Skills
- Strong analytical and problem-solving abilities, capable of navigating complex technical challenges and providing viable solutions.
- Excellent communication and interpersonal skills, with the capacity to establish rapport with a diverse range of stakeholders, including customers, partners, and internal teams.
- Detail-oriented and highly organized, adept at managing multiple projects concurrently while meeting deadlines.
- Proficient in relevant software applications, CRM systems, and productivity tools.
- Self-driven and proactive, with a strong focus on customer service.
- Willingness to travel occasionally for customer engagements, training sessions, or industry events.
- Ability to adapt to shifting priorities and work effectively in a fast-paced, dynamic environment.
- Fluent in English.
Benefits
- Hybrid work model
- Flexible scheduling with one additional day off per month
- On-site dining facilities
- Opportunities for technical and soft skills training
- Job rotation programs
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