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Customer Service Process
2 giorni fa
Summary of ActivityLead 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 ResponsibilitiesUnderstand 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 RelationsEurope 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 sourcesDownstream: Delivering processed data to after-sales services in EU marketsExternal RelationsDealer network (monthly and annual relations)European-level collaboration to understand country-specific needsSuppliers (for IT tool management or development for APV Europe)Europe-wide deployment and training of tools and processesMonthly publication of specific KPIs for Customer & Product Support and the Customer Service teamScope of ActionResponsibility and autonomy in designing and developing tools, including updating and communicating informationDesign and deploy tools for operational and performance monitoringLead weekly team meetingsGeneralize tools and best practices with other group sites, especially those implemented by FranceRequired Knowledge, Skills, and AttitudesSkills in transversal managementMastery of job- and company-specific tools: SAP, CSPS, ASIST, COGNOS, Power BI, Databricks, Python, Power Apps / Power AutomateNeeds analysis and synthesisProject monitoringCommunication and coordination with operational, IT, and Data Management teams to ensure adoption of tools and processesDesign and deployment of tools and analytical solutions for KPI monitoringManagement of digital transformation projects and support for change managementApplication of IT standards and best practices in data governanceCuriosity for digital innovationOrganizational and anticipation skillsAbility to work in a multicultural contextStrong listening skillsEducation & ExperienceMaster's degree or equivalent experienceData analyst / Data engineer diploma preferredCertifications & AuthorizationsRelevant certifications and authorizations related to the role are a plusLanguage RequirementsEnglish: Professional proficiencyFrench is plusAdditional InformationCooperate with many cross-functional services locally and abroadImplement indicators to manage service and Customer Service activitiesSupport the digitalization of customer serviceEnsure the reliability and quality of databases and informationLatitude of ActionDefine and propose new processes for the after-sales scopeAutonomy in project management and organization of tasksDecision-making authority on data governance and automationInfluence on organizational change
