Director of After Sales Services

**I tuoi compiti**: You will be responsible for driving after-sales revenue and profitability by optimising the existing service and spare parts business, enhancing the customer experience, and identifying new revenue opportunities. You will lead the transformation of after-sales operations, ensuring processes are efficient, scalable, and simplified, while delivering measurable commercial impact. **Revenue Growth & Business Development** - Drive after-sales revenue growth across service, spare parts, warranty, and extended support programs. - Analyse and optimise the current route-to-market, identifying pricing, coverage, and partnership improvements. - Develop and implement new revenue streams, such as service contracts, digital tools, training programs, or refurbished parts initiatives. - Establish clear KPIs and financial dashboards to track and improve revenue, margin, and customer satisfaction performance. **Operational Excellence & Process Optimisation** - Design and implement simplified, efficient, and standardised processes for order handling, warranty claims, repairs, and logistics. - Collaborate with supply chain, service, and logistics teams to ensure fast response times, optimal spare-parts availability, and mínimal downtime for customers. - Implement tools and workflows to enhance operational transparency, forecasting accuracy, and data-driven decision making. **Customer Experience & Service Quality** - Ensure a seamless and professional post-purchase customer experience, aligning service quality with brand values. - Build and manage performance standards for service partners, technicians, and distributors. - Monitor customer feedback and service metrics to continuously improve satisfaction and loyalty. **Team Leadership & Cross-Functional Collaboration** - Lead and motivate the after-sales team to deliver operational and commercial targets. - Work closely with sales, product management, and marketing to align strategies for customer retention and value creation. - Foster a culture of continuous improvement, innovation, and accountability. **Il tuo profilo**: - Bachelor’s or Master’s degree in Business, Engineering, or Industrial Management. - 5-10 years of experience in after-sales, service, or parts management — ideally within professional coffee equipment, kitchen appliances, or similar capital goods industries. - Proven success in growing after-sales revenue and profit. - Strong understanding of technical service networks, spare-parts logistics, and dealer/distributor management. - Excellent process-design and operational optimisation skills. - Financially literate: experienced in pricing, margin analysis, and P&L responsibility. - ERP/CRM proficiency (SAP, Salesforce, or similar). - Strong communication and leadership skills; able to influence both internal teams and external partners. - Entrepreneurial, hands-on, and passionate about coffee technology and customer satisfaction. **Cosa Offriamo**: - Continuous Professional Development - Competitive Salary Based on Experience - Daily Meal Vouchers Worth €8 - Opportunities for Career Growth - Enjoy access to our bar corner, where you can make excellent coffee and cappuccinos. **Ore Lavorative**: 40 **Chi siamo**: **Creare momenti di qualità nel caffè** Il Gruppo Hemro è un gruppo internazionale volto a creare tecnologie di macinatura del caffè, attraverso i nostri quattro marchi di fama mondiale: Mahlkönig, Ditting, Anfim e HeyCafé. In qualità di leader nella produzione di macinacaffè, macine e soluzioni tecnologiche, ci impegniamo a raggiungere l'eccellenza, dalla fabbrica agli sforzi per la sostenibilità e oltre, in modo che tutti possano godere di un momento di caffè di qualità. Unificati sotto il Gruppo Hemro, i nostri marchi offrono una suite completa di soluzioni di macinacaffè di fiducia per caffetterie, torrefazioni, rivenditori e baristi domestici. I macinacaffè del Gruppo Hemro sono progettati nelle nostre strutture di innovazione e tecnologia nella sede centrale di Zurigo e prodotti nei nostri tre stabilimenti di produzione in Germania, Italia e Cina. I nostri partner di distribuzione vendono i nostri prodotti in oltre 100 Paesi. La nostra accessibilità globale rende Hemro un partner affidabile in tutto il mondo. Con oltre 320 membri del team, il nostro gruppo eterogeneo di innovatori, ingegneri, professionisti del caffè e creativi si impegna a livello mondiale per sviluppare un domani più luminoso per il caffè. Sostenuti dallo spirito innovativo della nostra azienda, i team sono incoraggiati a spingersi oltre i confini della tecnologia dei macinacaffè. Di conseguenza, innovazioni come la tecnologia "Grind-by-Weight" di Mahlkönig sono possibili e fanno progredire il settore verso un futuro sostenibile e duraturo per il caffè.