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OEM Service Management Specialist
2 mesi fa
Job Responsibilities
As an OEM Service Management Specialist, you will play a crucial role within the Customer Care global team, overseeing the management of OEM partnerships for De'Longhi Group. Your primary focus will be to ensure exceptional service support, driving customer satisfaction while upholding quality standards. This position entails delivering technical assistance, addressing customer inquiries, and ensuring the effective implementation of service agreements with OEM partners.
Main Responsibilities
- Act as the main liaison for all OEM service-related inquiries, fostering robust relationships with OEM partners and customers, particularly focusing on Nespresso and Dolcegusto.
- Oversee and coordinate the fulfillment of service agreements with OEM partners, ensuring adherence to contractual requirements, timelines, and quality benchmarks.
- Provide expert technical assistance to OEM partners and customers, troubleshooting product-related challenges and proposing suitable solutions.
- Collaborate with cross-functional teams, including Sales, Engineering, and Operations, to meet customer demands, guarantee effective service delivery, and encourage ongoing enhancements.
- Regularly assess service performance metrics, analyze data, and identify opportunities for process improvement, cost efficiency, and increased customer satisfaction.
- Design and implement comprehensive training programs for OEM partners and internal teams, ensuring thorough knowledge 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
- A Bachelor's degree in Engineering, Business Administration, or a related discipline. Relevant work 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 addressing complex technical challenges and delivering effective solutions.
- Excellent communication and interpersonal skills, adept at building relationships with diverse stakeholders, including customers, partners, and internal teams.
- Detail-oriented and highly organized, proficient in managing multiple projects concurrently while meeting deadlines.
- Familiarity with relevant software applications, CRM systems, and productivity tools.
- Self-driven and proactive, with a strong focus on customer satisfaction.
- Willingness to travel occasionally for customer engagements, training sessions, or industry events.
- Ability to adapt to shifting priorities and work efficiently in a fast-paced, dynamic environment.
- Proficiency in English is required.
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 opportunities
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