OEM Service Management Specialist

5 giorni fa

Treviso, Veneto, Italia De'Longhi Group A tempo pieno

Job Responsibilities

As an OEM Service Management Specialist, you will play a crucial role within the Customer Care global team, focusing on the oversight of OEM partnerships for De'Longhi Group. Your primary responsibility will be to manage and streamline all facets of OEM service assistance, ensuring optimal customer satisfaction and compliance with quality benchmarks. This position entails delivering technical guidance, addressing customer queries, and supervising the effective implementation of service contracts with OEM partners.

Main Responsibilities
- Act as the main contact for all OEM service-related inquiries, fostering robust relationships with OEM partners and clients, particularly with Nespresso and Dolcegusto.
- Oversee and coordinate the fulfillment of service contracts with OEM partners, ensuring adherence to contractual terms, timelines, and quality expectations.
- Provide expert technical assistance to OEM partners and clients, resolving product-related challenges, troubleshooting technical issues, and proposing suitable solutions.
- Collaborate with cross-functional teams, including Sales, Engineering, and Operations, to meet customer demands, ensure efficient service delivery, and encourage ongoing enhancements.
- Conduct regular assessments of service performance metrics, analyzing data to uncover opportunities for process improvements, cost savings, and increased 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.
- Support the development and upkeep of service documentation, including manuals, troubleshooting guides, and FAQs, to facilitate effective support and 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 addressing complex technical challenges and delivering effective solutions.
- Exceptional communication and interpersonal skills, with the capacity to establish rapport with a diverse range of stakeholders, including clients, partners, and internal teams.
- Detail-oriented and highly organized, able to manage 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 satisfaction.
- Willingness to travel occasionally for client visits, training sessions, or industry events.
- Ability to adapt to shifting priorities and work efficiently in a fast-paced, dynamic environment.
- Fluent in English.

Benefits
- Hybrid work model
- Flexible working hours 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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