Digital Service Manager
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Who are you
To bring focused leadership to a team of Digital Service Engineers to maintain operational capability whilst balancing the needs of the
customer, business and the team. Support & coordinate team members to:
- Promote agile responses to customers with emergencies.
- Create an excellent customer experience with Monitoring Services.
- Meet the Remote Service delivery market demands.
- Manage the needs of the Digital Solution Center DSC.
Key responsibilities
- Secure a strong HSE culture within the team executing Remote Service delivery
- Secure a strong quality and Service Level Agreements to the customers with Monitoring Services or Service Agreements.
- Lead the team giving the direction and ensuring that they are performing with a strong customer orientated mindset.
- Develop, motivate and coach direct reports and secure a proper competence development.
- Be the owner of the entry channel and Triage stage of Digital Solution Center for Emergency and Scheduled Response.
- Manage basic performance issues within the team appropriately and quickly.
- Ensure that FSE hybrid role with the correct skills are selected in close cooperation with Field Service Manager for Scheduled Response.
- Conduct DSE´s employee reviews, include competence profile and skills matrix updates accordingly.
- Ensure that the team are equipped with the right tools and the tools are fit for purpose.
- Change management to facilitate the internal and external adoption of Remote Services and Monitoring Services support
What you know
- At least 3/5 years of work experience in Service field
- A valid driving license
- Italian mother tongue — mandatory
- Good knowledge of English, both written and spoken
- Advanced knowledge of Microsoft Windows environments and the Microsoft Office package, including Word, Excel, PowerPoint and Outlook, CRM regularly
- Previous experience in a multinational company
- Excellent communication, presentation and problem solving skills
At Alfa Laval, we carefully consider a wide range of compensation factors to determine your total compensation package. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your starting base salary for this role is 40.000€, CCNL METALWORKING.
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