Customer Service Process

Summary of Activity

Lead and support the digital transformation of customer service by developing and improving processes, tools, and statistical models. Ensure the deployment of analytical solutions and the development of tools for effective KPI monitoring, guaranteeing the automation of data flows as well as the reliability and quality of databases and information, in compliance with Iveco Group IT standards. Support Service teams in different markets with change management and optimize operational efficiency.

Key Responsibilities

• Understand and synthesize the needs of various organizations and after-sales markets across Europe.
• Define, develop, and improve existing processes and tools, integrating and simplifying them to optimize operational efficiency.
• Propose technical improvements to optimize data governance and enhance process efficiency.
• Develop tools dedicated to effective monitoring of customer service operations KPIs, ensuring performance and operational quality.
• Deploy statistical models within applications, ensuring reliability, performance, and integration into operational processes.
• Lead projects related to artificial intelligence and its applications in service process management.
• Drive change management for the digital transformation of customer service, supporting teams and ensuring adoption of new tools and processes.
• Ensure optimal automation of data flows, aligned with Iveco Group IT innovations, while guaranteeing data reliability and quality.
• Coordinate and ensure the updating of databases, tools, and systems to maintain data quality.
• Coordinate activities with services and/or other departments (e.g., ICT, suppliers) to implement and monitor tool development.

Internal Relations

• Europe after-sales service team (daily relations, weekly team meetings)
• Various Customer Service teams (weekly relations)
• Central Customer Service departments (Service Engineering, Quality, Logistics, Commerce, etc.)
• Upstream: Collecting information and needs from customer service and commercial teams, gathering data from various sources
• Downstream: Delivering processed data to after-sales services in EU markets

External Relations

• Dealer network (monthly and annual relations)
• European-level collaboration to understand country-specific needs
• Suppliers (for IT tool management or development for APV Europe)
• Europe-wide deployment and training of tools and processes
• Monthly publication of specific KPIs for Customer & Product Support and the Customer Service team

Scope of Action

• Responsibility and autonomy in designing and developing tools, including updating and communicating information
• Design and deploy tools for operational and performance monitoring
• Lead weekly team meetings
• Generalize tools and best practices with other group sites, especially those implemented by France

Required Knowledge, Skills, and Attitudes

• Skills in transversal management
• Mastery of job- and company-specific tools: SAP, CSPS, ASIST, COGNOS, Power BI, Databricks, Python, Power Apps / Power Automate
• Needs analysis and synthesis
• Project monitoring
• Communication and coordination with operational, IT, and Data Management teams to ensure adoption of tools and processes
• Design and deployment of tools and analytical solutions for KPI monitoring
• Management of digital transformation projects and support for change management
• Application of IT standards and best practices in data governance
• Curiosity for digital innovation
• Organizational and anticipation skills
• Ability to work in a multicultural context
• Strong listening skills

Education & Experience

• Master's degree or equivalent experience
• Data analyst / Data engineer diploma preferred

Certifications & Authorizations

• Relevant certifications and authorizations related to the role are a plus

Language Requirements

• English: Professional proficiency
• French is plus

Additional Information

• Cooperate with many cross-functional services locally and abroad
• Implement indicators to manage service and Customer Service activities
• Support the digitalization of customer service
• Ensure the reliability and quality of databases and information

Latitude of Action

• Define and propose new processes for the after-sales scope
• Autonomy in project management and organization of tasks
• Decision-making authority on data governance and automation
• Influence on organizational change