BASIC FUNCTION:
Lead both Control Room & Technical Performance and On-site Technical Support teams for the assigned product range, with the goal of proactively identifying product issues, accelerating their resolution, and enhancing overall service effectiveness through the use of telematics data, diagnostics, and on-site technical expertise.
Drive the end-to-end management of product technical issues and service experience for a defined product range ensuring that issues observed arising during customer operations are properly intercepted, understood, configured, resolved and effectively communicated to the network and the final customer to continuously improve customer satisfaction and uptime.
Capture and interpret signals from customer operations, identifying emerging patterns and critical issues, and providing meaningful insights on product performance in real conditions to support strategic and operational decisions.
MAIN ACTIVITIES:
- Detect emerging product issues by analyzing data coming from the customer operations collected in different systems, leveraging telematics data
- Define and monitor Customer Service Top Issues, ensuring full ownership from initial identification through to the implementation of effective solutions
- Coordinate technical activities with Markets and central departments to improve service level to the final Customer
- Define tailored Customer Focused Actions for Key Accounts
- Ensure governance of technical communication toward Markets and dealer network (procedures, bulletins, documentation), translating technical findings into clear actions
- Handle customer escalation involving key stakeholders and coordinating the On-site Technical team for deep expertise
- Lead Control Room activities for the specific product range, coordinating Technical Specialists and Data Scientists to analyze product performance in real conditions and quickly identify emerging issues
- Support new product launches
KNOWLEDGE & EXPERTISE:
- Strong technical background in engineering
- Experience with Customer Service or Product Support
- Familiarity with quality and warranty processes
- Problem-solving and Customer-oriented mindset
- Strong communication and stakeholder management skills
- Strong analytical and data interpretation skills
- Experience with digital tools and connected vehicle environments is a plus
Applied contract: CCSL Contratto Collettivo Specifico di Lavoro Iveco Group
Grade: 1° Gruppo Professionale
Salary Range: euro 49.000 - 58.000
Variable payment as per CCSL
The successful candidate’s placement in the range and final offer will be determined by their experience, skills, qualifications and internal equity considerations.
Starting from recruitment, management of people is based on legitimate business considerations only, such as experience, knowledge, skills, education, performance, potential, and the Company’s core values.
The Company is committed to acting impartially to eliminate any form of direct or indirect discrimination or undue preference, while supporting and nurturing a culture based on mutual respect and on valuing differences to foster and promote the expression of everyone’s potential: this is both due to its people and in the interest of its own progress.
