Service Manager

2 tygodni temu

Warszawa, Mazovia, Polska Carrier Pełny etat

Country: Poland

Location: Bobrowiecka 1, Warszawa 00-728, Poland

Role: Service Manager

Location: Warszawa, Poland

Contract type: Full-time

Build a career with confidence

At Carrier, you're becoming part of the global leader in healthy, safe, sustainable, and intelligent building and cold chain solutions. We develop solutions that are impactful for people and our planet – and our employees are at the core of it all. We are a team of innovators and solution finders who are united by The Carrier Way – our vision, values, and culture.

As an employer of choice, we aim to provide an excellent work environment that attracts, nurtures, and retains top talent, encourages employee engagement, promotes teamwork, and drives innovation for the benefit of our customers. In essence, Carrier's most valuable resources are the expertise, creativity, and enthusiasm of our employees – and we can't wait for you to join our team.

Carrier Transicold specializes in enhancing the transportation and shipping of temperature-controlled goods through a comprehensive range of equipment and services for refrigerated transport and cold chain visibility. With over 50 years of experience, Carrier Transicold leads the industry by offering customers worldwide advanced, energy-efficient, and environmentally responsible container refrigeration systems and generator sets, direct-drive and diesel truck units, and trailer refrigeration systems. Carrier Transicold operates under the umbrella of Carrier Global Corporation.

About the role

We are looking for a Service Manager with a background in expanding and nurturing business relationships within Carrier's service network, OEMs, and direct clients. This position demands a seasoned and ambitious professional in business development with a strong foundation in the automotive industry, analytical proficiency, and exceptional technical capabilities. The ideal candidate should excel in a matrix organization, collaborating with service partners, clients, as well as sales, product management, and operations teams. This role involves extensive travel; the successful candidate must be open to traveling up to 30% of the time. Reporting directly to the Managing Director, this role involves close collaboration with sales and service management.

RESPONSABILITIES Highlights

  • Establish and execute a service network strategy focused on footprint, performance enhancement, and sustainability in alignment with European aftermarket standards.
  • Monitor financial metrics related to GM, absorption, efficiency, productivity, SGA, EBIT, and ROS progression. Introduce improvement action plans based on quantified analysis and make decisions accordingly.
  • Track sales metrics, implement strategies to boost sales performance, and pinpoint avenues for growth.
  • Manage service contracts to maximize profits, ensure compliance with obligations, guarantee customer satisfaction and retention. Address warranty issues, product recalls, operational challenges with products, premature failures, and other product-related matters promptly.
  • Engage with customers in the service area to secure satisfaction, promote retention, and identify potential additional service prospects.
  • Develop the service network to deliver efficient customer service.
  • Collaborate directly with dealers and field service engineers throughout the issue resolution process, including understanding customer concerns, outlining action plans, and providing updates on progress and resolution.
  • Handle customer complaints and conduct investigations into customer satisfaction to establish suitable enhancement strategies.
  • Oversee accounts receivable and support in resolving customer billing disputes.
  • Maintain a comprehensive understanding of clients, opportunities, markets, and competitors.
  • Actively participate in sales and service department meetings, workshops, and seminars. Stay informed on market trends in business and products. Continuously enhance product and service knowledge and acquire deeper expertise in sales, technical, and financial aspects.

QUALIFICATIONS:

  • Minimum of 6-10 years of experience in management within after-sales and service.
  • Experience in service network management.
  • Demonstrated proficiency in client interaction and technical issue resolution.
  • Utilizes analytical skills to effectively troubleshoot customer concerns.
  • Enjoys educating and supporting customers.
  • Capable of working independently or collaboratively as part of a team.
  • Self-motivated with a strong sense of urgency, efficiency, and work ethic.
  • Excellent analytical skills with a proven ability to synthesize data from various sources into graphical and verbal formats, and effectively communicate with the target audience.
  • Advanced proficiency in Microsoft Office applications (Excel, Word, & PowerPoint).
  • Highly organized with keen attention to detail, adept at managing multiple priorities.
  • Proficient in English.
  • Good familiarity with Microsoft Suite: Word, Excel, etc.

SKILLS & ATTRIBUTES

  • Ideally, you possess experience where skills like teamwork, adaptability, organization, and follow-through will aid in building team and client relationships, identifying solutions, and achieving success. You exhibit strong oral and written communication skills, along with excellent customer interaction, interpersonal, and leadership abilities. Moreover, you can strategize, market, and execute programs using project management skills. Following the Carrier approach, you mentor and develop your team to ensure their competencies, skills, and knowledge are effectively utilized.

Education:
University degree in Engineering or a related field

Travel:
30%

Our commitment to you

Our primary strengths lie in the expertise, ingenuity, and dedication of our employees. We aim to offer an exceptional working environment that attracts, nurtures, and retains top talent, fosters employee engagement, promotes teamwork, and drives innovation for the benefit of our clients. We strive to establish a space where you feel valued, with diversity and inclusion fueling growth and innovation. We implement and uphold top-tier programs and practices, providing enriching career pathways, listening to employee feedback, and continuously challenging ourselves to excel. This is The Carrier Way.

Join us and be a driving force for change.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified candidates will be considered for employment regardless of race, color, religion, gender, sexual orientation, gender identity, nationality, disability, veteran status, age, or any other federally protected category.

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