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Aftermarket Customer Service Manager

1 mese fa

Mezzago, Italia Flowserve A tempo pieno
Job Title: Aftermarket Customer Service Supervisor

Job Summary:

We are seeking a highly skilled and experienced Aftermarket Customer Service Supervisor to join our team at Flowserve. As a key member of our global Quick Response Centre (QRC), you will be responsible for managing all operational aspects related to warranty, service, and repair contracts, as well as expanding and exploring the service potential to ensure customer satisfaction.

Key Responsibilities:

  • Actively support a positive Health, Safety, and Environment (HSE) culture to reduce lost time injuries and recordable accident frequency rate.
  • Ensure and optimize operational Key Performance Indicators (KPIs) related to after-market services.
  • Support existing customers and acquire new customers in coordination with the sales department related to after-market.
  • Coordinate all warranty for FCD products within the sub-region and liaise with other QRCs worldwide.
  • Provide first-line supervision to Field Service Technicians to manage daily priorities.
  • Perform field visits, assessments, and conclude service contracts.
  • Monitor and be responsible for the profitability of the after-market department in the QRC in Mezzago.
  • Optimize and continuously improve process flows in the service department.
  • Participate actively 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 locations worldwide.
  • Evaluate and report operational key figures in an international environment.
  • Enforce safety and quality expectations.

Requirements:

  • Successfully completed university studies in the field of mechatronics, mechanical engineering, industrial engineering, or similar.
  • 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 troubleshooting of digital products.
  • Several years of professional and management experience, preferably in the field of service and customer support.
  • Very good written and spoken English skills and willingness to travel extensively within the sub-region.
  • High-quality awareness, commitment, and flexibility, as well as resilience to create a better customer experience.
  • Proficient computer skills for accessing and navigating systems, including Oracle, SAP, IGS, PNXT, Valquo, Windchill, Valvesight, LMS, PMP, ISOquest, SharePoint, FlexDash, MS-Excel, Word, Outlook, Teams, etc.

What We Offer:

  • Friendly multicultural environment and team events.
  • Life, accident, and health insurance.
  • Cafeteria Package.
  • Career development and training opportunities.