Area Service Manager

IT16 Electrolux Appliances S.p.A.; Italia; On-site; EUR 34,000 - 41,000; Full time

Job summary

Electrolux Group in Milan area is seeking a commercially focused professional to drive aftermarket results, expanding the network with independent service providers and spare parts dealers. Travel to visit clients is required, with a newly created role aimed at growth and internal progression opportunities.

You will implement the commercial plan for spare parts, consumables, accessories, extended warranties and product replacements, coordinating with adjacent functions to ensure service delivery

Qualifications

• Relevant experience in a similar role, preferably in the same industry.
• Degree in Business Administration or Economics will be considered as a plus.
• Willingness to take on responsibility and ability to drive topics independently.
• Ability in negotiation, business mindset and in managing cross functional initiatives.
• Strong analytical and problem-solving skills.
• Very good communication and stakeholder management capabilities.
• Fluency in Italian is a must have; English is a plus.

Responsibilities

• To execute the Commercial Plan (Spare Parts, Consumables & Accessories, Extended Warranty, Product Replacement), enhancing a truly business partnership with selected independent service providers (ISP) and Spare Parts Dealers, and setting the necessary action plan to close the gap vs target.
• To ensure the proper business support to be delivered by related functions (spare parts delivery, B2B, training program, etc.).
• To define and implement the correct service network set-up (how many ISPs, how many technicians) to achieve the targeted Service KPIs (Csat, RCT, FVC) and secure the correct maintenance of the ISPs information database.
• To audit frequently independent service providers (ISP) organization ensuring the right capabilities to reach the targets (human resources, training, IT tool, Electrolux brand identification) and agree the related improvement plan.
• In cooperation with Quality & Technical Support, ensure the right compliance to the technical repair procedure, by monitoring the main KPIs (cost per call, product exchanges), ensuring the attendance of training sessions and correct claim report compilation.

Skills

Analytical and problem-solving skills

Communication & stakeholder management

Negotiation

Independent ownership of topics

Education

Degree in Business Administration or Economics

Job description

Job Description

At Electrolux Group, our vision is to be the home appliance industry leader in consumer satisfaction by delivering outstanding lifetime experiences with solutions that always get better. We share ideas and collaborate so that together, we can develop solutions that deliver more enjoyable and sustainable living. Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together. Join us in our exciting quest to build the future home!

About the role

In this role, you will deliver the business results (Sales growth, Service development, Cost control) in the aftermarket channels (Independent service providers and Spare Parts Dealer). This is a newly created role, and we are looking for someone with the potential to grow and develop within the position, with a view to potential future internal career progression.

Location

We are looking for candidates based in the Milan area. Travel is required to visit clients.

What you’ll do:

• To execute the Commercial Plan (Spare Parts, Consumables & Accessories, Extended Warranty, Product Replacement), enhancing a truly business partnership with selected independent service providers (ISP) and Spare Parts Dealers, and setting the necessary action plan to close the gap vs target
• To ensure the proper business support to be delivered by related functions (spare parts delivery, B2B, training program, etc.)
• To define and implement the correct service network set-up (how many ISPs, how many technicians) to achieve the targeted Service KPIs (Csat, RCT, FVC) and secure the correct maintenance of the ISPs information database
• To audit frequently independent service providers (ISP) organization ensuring the right capabilities to reach the targets (human resources, training, IT tool, Electrolux brand identification) and agree the related improvement plan;
• In cooperation with Quality & Technical Support, ensure the right compliance to the technical repair procedure, by monitoring the main KPIs (cost per call, product exchanges), ensuring the attendance of training sessions and correct claim report compilation.

Who you are:

• Relevant experience in a similar role, preferably in the same industry
• Degree in Business Administration or Economics will be considered as a plus
• Willingness to take on responsibility and ability to drive topics independently
• Ability in negotiation, business mindset and in managing cross functional initiatives
• Strong analytical and problem-solving skills
• Very good communication and stakeholder management capabilities
• Fluency in Italian is a must have.
• Fluent English will be considered as a plus

As part of the Electrolux Group

As part of the Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you. At Electrolux Group, we believe in fairness and inclusion.

Salary

The annual gross base salary starts from €37,500.00, depending on qualifications and experience.

Additional Information

The role is covered by the Italian Metalworkers’ National Collective Labour Agreement (CCNL Metalmeccanici).

Company Overview

Electrolux Group is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our group of leading appliance brands, including Electrolux, AEG and Frigidaire, we sell household products in around 120 markets every year. In 2023 Electrolux Group had sales of SEK 134 billion and employed 45,000 people around the world. For more information go to www.electroluxgroup.com.