Service Delivery Manager
Danaher Corporation
full-time
Posted on:
Location Type: Office
Location: Buccinasco • Italy
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About the role
- Prioritize and track all open cases to ensure the required response and resolution times.
- Understanding of customer problems and proper documentation as well as forwarding remote teams.
- Ordering spare parts if required and monitoring punctual delivery.
- Quotation to and follow-up with customers to receive orders in time if the intervention is not covered by a contract or guarantee.
- Responsible for the coordination of the appointments with the customers in alignment with the delivery time of the spare-parts and dispatching FSE´s
- Follow up on the execution and ensuring hand offs are properly done and with no delays in your responsibilities.
- Optimizing the scheduling of FSEs to ensure fast response times, reduce travel times and assign employees according to their skills
- Working closely with the service sales team to generate potential orders for service products, such as service contracts.
- Identifying improvement and optimization areas in collaboration with the service teams to implement continuous improvement activities and projects to achieve agreed KPIs.
- Regular review of case documentation, identification of deficiencies, discussion of needs and corresponding potential for improvement in your responsibilities.
- Responsible for all aspects of leadership (planning, leadership, promotion, evaluation).
Requirements
- Degree with a focus on Business administration
- Several years of professional experience in customer service, customer support or back-office operations
- A few years of experience in people management
- Fluent English
- For candidates based in Italy - fluent Italian. Advanced French is a big plus.
- For candidates based in France - fluent French. Advanced Italian is a big plus.
- Ability to plan and organize, coupled with a high level of decision making ability.
- Experience with CRM and ERP systems.
- Experience with SAP and SFDC is a plus.
Benefits
- Health insurance
- Paid time off
- Flexible working arrangements
- Bonus/incentive pay
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicecustomer supportback-office operationspeople managementplanningorganizationdecision makingcontinuous improvementcase documentationscheduling optimization
Soft skills
leadershipcommunicationcollaborationproblem solvingtime managementadaptabilityattention to detailcustomer orientationnegotiationinterpersonal skills