Field Service Manager

7 giorni fa

Brugherio, Lombardia, Italia Haier Europe A tempo pieno

Job Posting Title

Field Service Manager

The challenge

An exciting opportunity has arisen to contribute to Haier Europe. The Company is on a journey to achieve ambitious business growth and leadership objectives in the region, and we need someone who is passionate, proactive, self-driven and motivated to join a team of open-minded individuals.

What you will do

The Field Service Manager is responsible for coordinating and optimizing field service operations across multiple European markets. The role ensures high-quality customer care, product service excellence, and the effective performance of internal and external technical networks. This position plays a key role in driving process standardization, operational efficiency, and continuous improvement across the region in line with the service strategy of the company in Europe.

Key Responsibilities

Field Operations Coordination

  • Coordinate field service activities across European markets in alignment with regional standards and objectives.

  • Oversee the performance and management of internal technicians and external service partners.

  • Support local Field Service teams in day-to-day operational decisions and escalations.

Operational Model Optimization

  • Analyze market-specific operational models and identify efficiency opportunities.

  • Introduce improved or new operating models to strengthen quality, cost control, and productivity.

  • Define and implement standardized operating procedures and workflows across Europe.

Service Partner Management

  • Define European-level procedures for selection, onboarding, and qualification of new service partners.

  • Establish annual evaluation criteria for qualitative and quantitative performance measurement.

  • Monitor performance of the service partner network and drive corrective actions or improvement plans.

  • Proven experience managing external service partners and technician networks

Performance Management & KPI Oversight

  • Monitor monthly performance across markets (technical KPIs, quality, NPS CSI

  • Develop and track service KPI improvement plans.

  • Establish annual targets and budget for the Field Service function.

  • Comfortable working with digital tools and workflows to drive standardization and operational excellence and experience with Field Service Management platforms

Best Practice: Cross-Functional Collaboration & Cross-Market Alignment

  • Work closely with Contact Center, Supply Chain, Product Qualityand Commercial teams.

  • Ensure alignment on end-to-end service processes, including parts availability, repair cycle, and customer follow-up.

  • Support local field teams in meeting commercial service targets (e.g., service sales, warranty extensions, spare parts).

  • Identify, document, and share best practices in Field Service and Product Exchange Management.

  • Promote adoption of tools, methodologies, and standards across all European markets.

Quality & Cost Control

  • Continuously monitor repair quality, technical effectiveness, and recall/rework rates.

  • Manage and control service cost drivers and define optimization initiatives.

  • Ensure the right balance between service quality and cost efficiency.

What you need to succeed

Must have

Education: Bachelor's degree in Engineering, or related field

Professional experience: 3–7 years of proven experience in Service department

Language: Fluency in Italian and proficiency in English (written and spoken)

Soft skills:  Excellent communication and stakeholder management abilities 

Technical Skills: Strong leadership, organizational, and problem-solving skills

#LI-MV1

Haier Europe is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.

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