Service Manager

1 dzień temu

Warszawa, Mazovia, Polska Carrier Pełny etat
About the Role

We are seeking a highly skilled Service Manager to join our team at Carrier. As a key member of our organization, you will be responsible for building and growing our business by working with our service network, OEMs, and direct customers.

Key Responsibilities
  • Develop and implement a service network footprint, performance development, and sustainability strategy in line with European aftermarket guidance.
  • Closely monitor financial metrics related to GM, absorption, efficiency, productivity, SGA, EBIT, and ROS evolution, and implement action plans for improvement.
  • Monitor sales metrics, implement actions to improve sales performance, and identify opportunities for growth.
  • Administer service contracts to optimize profits, verify obligations are met, ensure customer satisfaction and retention, and resolve warranty issues, product recall notices, operational problems with products, premature failures, and other issues.
  • Meet with customers in the service territory to ensure satisfaction and retention, as well as prospects for additional service opportunities.
  • Develop a service network to ensure efficient customer service.
  • Interface directly with dealers and field service engineers throughout the problem resolution process, including understanding customer issues, conveying action plans, and communicating updates and resolution.
  • Respond to customer complaints and carry out customer satisfaction investigations to ensure establishment of appropriate improvement plans.
  • Manage accounts receivable and assist with the resolution of customer billing disputes.
  • Maintain extensive knowledge of customers, opportunities, markets, and competition.
  • Actively participate in sales and service department meetings, workshops, and seminars, and keep current on market business and product trends.
Qualifications
  • Minimum 6-10 years of experience in management after sales and service.
  • Experience in service network management.
  • Strong client and technical problem-solving skills.
  • Uses analytical skills to troubleshoot customer issues effectively.
  • Enjoys teaching/helping customers.
  • Able to work independently or collaboratively as part of a team.
  • Must be self-motivated, with a sense of urgency and efficiency, and a strong work ethic.
  • Strong analytical skills with demonstrated ability to synthesize data from various sources in both graphic and verbal format, while easily translating them to the target audience.
  • Advanced skills with Microsoft Office (Excel, Word, & PowerPoint).
  • Highly organized with strong attention to detail, while managing multiple priorities.
  • Fluent in the English language.
  • Good knowledge of Microsoft Suite: Word, Excel, etc.
Skills and Attributes
  • You ideally have experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.
  • You have strong oral and written communication skills and have solid customer interaction, interpersonal, and leadership skills.
  • In addition, you have the ability to plan, market, and execute programs through project management skills.
  • Based on the Carrier way, you coach and develop your team, in such a way that their competencies, skills, and knowledge are utilized in the most efficient way.
Education

University degree in Engineering or similar.

Travel

30%.

Our Commitment to You

Our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback, and always challenging ourselves to do better. This is Carrier.

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