Director Service Italy

Location: VIGNATE, IT, 20060- Req ID: 7920**Service Leader Italy**
- Location: Vignate_
- Business Unit: Compressor Systems EMEIA_
- Line Manager: Services Operations Leader Mediterrean Region_

SUMMARY:
As the Leader for the Service Operations for Italy, you will be responsible for the administration, implementation, and management of the service fulfilment processes in its goal of operational excellence from the time the customer centre receives the PO for an equipment or services sale through to PO closure. This position has responsibilities to all processes within that oversight, including service coordination, DSOR, MDI, IDM, order management, parts inventory and shipment, inside sales, invoicing and collections, and customer satisfaction together with iOT. The Services Leader is also responsible for the operational & EHS aspects of running a service facility; and for the strategy and achievement of specific financial objectives. A wider perspective will be required in order to manage all aspects of the businesses, through both Direct and Distribution Sales channels, to ensure alignment is maintained with a view of achieving year on year growth.

PRINCIPLE RESPONSIBILITIES:

- To build customer loyalty and retention through delivering innovative, customer focussed and value added service solutions across both business models.
- Encourage customers to participate and provide feedback though the Customer Satisfaction Surveys in order to identify opportunities to increase the satisfaction index.
- Use in-depth knowledge of competitors and customers operations/best practices to demonstrate the features and benefits of Ingersoll Rand service offerings.
- Manage the Service Operations team within the Italy region to support the service team and Account Managers to target, engage and acquire new service opportunities and to constantly review the opportunities arising from within the existing customer base.
- Assume responsibility for the Financial Management of the business; including the Profit & Loss, inventories and assets of the Service Operations.
- Recruit, develop, and motivate a quality service team, including service technicians and coordinators, developing skill-sets and utilising performance management tools to maximize employee engagement and to develop sustained superior performance.
- Own and drive all aspects of EHS within the service environment, and to develop a culture of continuous improvement and industry leadership in this vital area.
- Devise and implement the necessary business improvement tools, systems and processes required to improve operational efficiency and control and to deliver a best in class service experience.
- Achieve and maintain ISO 9001 accreditation as a platform for driving business process standardisation across the businesses leading to back office synergies and leverage opportunities.
- Coordination and people management of service coordinators and service technicians
- MINIMUM REQUIREMENTS- Technical knowledge of compressed air systems and products essential.
- Knowledge of Competitor equipment is preferred.
- Minimum 5 years’ service management experience required. Remote engineer management an advantage.
- Excellent communication and customer relationship building skills are critical.
- Flexibility, initiative, willingness to drive change in process and systems essential.
- Proven ability to work closely with different organisational levels, internally and externally.
- Computer literate with experience of service systems essential
- Strong commercial acumen essential.

PERSONAL QUALITIES:

- Must be able to offer a degree of flexibility and be able to formulate sound strategies to ensure success in varying economic or market climates
- Self-motivated, yet a proven team player.
- Ability to handle high volumes of work and with an attention to detail.
- Comfortable multi-tasking across activities, people, systems and processes.
- Willingness to learn, but also prepared to use of own initiative where necessary.

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