TECHNICAL SERVICE SPECIALIST (M/F/X)

About the Position:

The Customer Care Area Manager plays a critical role in overseeing and managing the customer service operations within a specific geographic area or territory, focusing on Austria in this instance. This position is responsible for ensuring high-quality customer service delivery, and managing both the technical and commercial relationships with the Service Centers (SCs) in the assigned area.

Your tasks include:

• Manage relationships between Service Providers (SPs) and customers in the area;
• Ensure Service Centers (SCs) adhere to Company guidelines and regulations, maintaining quality standards for customer support;
• Structure and monitor SC network for comprehensive territorial coverage;
• Foster SPs' product knowledge through company tools like DLS online website;
• Drive sales of spare parts and accessories from De’Longhi Service (DLS) catalog, and promote Sales to achieve the assigned budget;
• Monitor warranty budget accuracy, including repairs, replacements, and spare parts consumption;
• Conduct regular visits to SPs and retailers to facilitate information exchange;
• Collaborate with DLS Technical Service and Quality departments to address customer concerns;
• Utilize CRM/C4C and Voice of the Customer (VoC) data to pinpoint improvement opportunities with consumer care team;
• Maintain optimal inventory levels at SPs, analyzing spare parts and accessory prices for business growth opportunities and product positioning enhancements.
• Conduct comprehensive analysis of technical issues within the Austrian (AT) market in collaboration with the German Technical Coordination Team (TeCT);
• Creation and analysis of service-relevant KPIs;
• Implement all changes and transformation initiatives within the AT market, aligning them with German standards and ensuring relevance for business partners, service partners, and systems.