Technical Services Manager

Luigi Lavazza S.p.A.

About The Position

The role is responsible for managing administrative technical services provided by the organization towards customers. This involves developing and implementing a framework regulating processes for providing technical assistance for the equipment, ensuring the appropriate assignment of technical requests to relevant parties, and managing technical service processes, including the relationship with suppliers or outsourcing providers, replacement of equipment and spare parts, and supporting equipment traceability and lifecycle management. Further, the role entails ensuring accurate invoice management related to the area of responsibility, contributing in managing stock and rotation of equipment and components subjected to technical services, and supporting spare parts planning. Finally, the role demands monitoring KPIs and metrics to evaluate performance of equipment and technical service processes, and providing reports to senior management.

Requirements

After Sales Strategy - Intermediate Knowledge & Application
Customer Care / Service Processes - Foundational Knowledge
Technical Service Processes - Full Knowledge & Application
On Field Technical Service - Foundational Knowledge
Equipment Traceability & Lifecycle - Foundational Knowledge
Spare Parts Planning & Forecasting - Foundational Knowledge
Technologies & Tools - Full Knowledge & Application
After Sales Metrics & Analytics - Full Knowledge & Application
Collaboration & Partnership
Communication & Impact
Problem Solving & Decision Making
Leading People
Planning & Managing Priorities
Big Picture & Vision
Customer Orientation

Responsibilities

Coordinates with cross-functional departments (e.g., Sales, Marketing) for developing and implementing the standardized framework or set of guidelines to manage and regulate the process of providing technical assistance for the equipment, from final user request for technical assistance to problem resolution;
Ensures the appropriate assignment of technical assistance requests to relevant parties and their effective management;
Manages the relationship with suppliers or outsourcing providers in offering technical assistance to customers (e.g., CAT, Centralized Repairing Center, etc.), implementing internal defined requirements for qualification (e.g., technical expertise, minimum service level), managing the appraisal and selection process as well as eventual contract negotiation;
Supports on equipment traceability and lifecycle management, including installations, maintenance, and repairs of assets, and seamless and accurate sharing of machine data;
Manages reporting for services provided by suppliers or outsourcing providers, monitors their performance on the technical service provided, including reasons for failed repair service, and recommends remedial actions;
Manages equipment and spare parts replacement processes, including preliminary check on warranty validity requirements and the inspection on faulty equipment or spare parts for providing replacement approval;
Is responsible for accurate invoice management for the area of responsibility, ensuring accurate and timely invoice issuing to pertinent parties, and effective coordination with relevant departments (e.g., Finance);
Coordinates with other departments (e.g., Logistic) for contributing in the appropriate management of stock and rotation of equipment and components that had been subjected to technical services;
Supports the planning of spare parts and periodic inspections of spare parts stocked by suppliers or outsourcing providers;
Monitors KPIs and metrics to evaluate equipment performance and technical service processes effectiveness, identifying areas of improvement and providing reports to senior management.