Area Service Manager, Milan: Drive ISP Network & KPIs

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

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