Service Manager Italia

Job Title:Service Manager Italy

Location:Vimercate Italy

Hybrid :2 days in the office and 3 days remote

Employment:Permanent

Come build something that matters.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World. Sound like you Join our top-notch team of approximately 48000 diverse and high-performing professionals globally who are making their mark on some of the worlds most beloved brands including DEWALT BLACKDECKER CRAFTSMAN STANLEY CUB CADET and HUSTLER.

The Job :

The Service & Quality Manager is responsible for overseeing and ensuring the consistent delivery of high-quality service standards within the organization. This role involves developing implementing and monitoring processes and procedures to maintain optimal service performance addressing customer satisfaction and managing service improvement initiatives. The Service & Quality Manager collaborates with various departments to identify areas for enhancement analyse performance data and create action plans to drive continuous improvement and enhance the overall customer experience

Main Tasks and Responsibilities :

• Monitor analyse and report on customer service metrics

• Conduct regular audits and assessments of service quality

• Develop and implement initiatives for new premium services

• Analyse customer feedback and service team performance to identify areas for improvement

• Train and coach staff on quality standards and procedures

• Handle escalated customer complaints and ensure satisfactory resolution

• Ensure compliance with industry regulations and company policies

• Collaborate with cross-functional teams to drive service excellence

• Design and update quality assurance procedures and customer satisfaction surveys

• Being Owner and key contact for escalated service and quality issues within the region

• Managing SBU Service P&Ls

• Establish systems for Warranty costs reduction take the lead on managing product liability claims

• Analyse spare parts sales service prices versus competitors and adjust necessary changes based on local needs and competition

Required Skills and Competencies :

• 3-5 years of experience in this role preferably in related fields

• Proven experience in customer service quality assurance or quality control roles.

• Proficiency in data analysis and performance/operation metrics.

• Technical and repair knowledge of tools is preferred some Commercial experience as well

• SAP knowledge is a plus

• Able to handle multiple priorities organize plan and meet difficult deadlines and multi-task in a fast-paced environment

• English knowledge proficiency

• Excellent coaching training and leadership skills.

• Effective problem-solving and root cause analysis abilities.

• Strong verbal and written communication skills.

• Ability to collaborate effectively with cross-functional teams.

• Strong organizational and project management skills.

• Attention to detail and commitment to high-quality standards.

The Details:

Youll receive a competitive salary and a great benefits plan including discounts on Stanley Black & Decker tools and other partner programs.

We want our company to be a place youll want to be and stay. Being part of our team means youll get to:

• Grow:Be part of our global company with 20 brands to grow and develop your skills along multiple career paths.

• Learn:Have access to a wealth of learning resources including our digital learning portal.

• Belong:Experience an awesome place to work where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.

• Give Back:Help us continue to make positive changes locally and globally through volunteerism giving back and sustainable business practices.

Whats more youll get that pride that comes from empowering makers doers protectors and everyday heroes all over the world. Were more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. Were visionaries and innovators. As successful as weve been in the past we have so much further to go. Thats where you come in. Join us!

We Dont Just Build The World We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative tech-driven and highly collaborative team environment supported by over 58000 professionals in 60 countries across the globe. Here youll get the unique chance to impact some of the worlds most iconic brands including STANLEY TOOLS DEWALT CRAFTSMAN MAC TOOLS and Black Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

Were the Worlds largest tool company. Were industry visionaries. Were solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art smart factory products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843 but that hasnt stopped us from evolving into a vibrant diverse global growth company.

Global Benefits & Perks
Youll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.

What Youll Also Get

Career Opportunity: Career paths arent linear here. Being part of our global company with 60 brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development:
Our lifelong learning philosophy means youll have access to a wealth of state-of-the-art learning resources including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because thats how the best work gets done. Youll find we like to have fun here too.

Purpose-Driven Company:
Youll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism giving back and sustainable business practices.