Regional Customer Service Manager

Job type:

Full Time

Reports to:

Group Operations Director

Location:

Italy - Pref North

Job Description:

 

Objective

Responsible and accountable for complete post award customer relationship for our Southern European Customers, the Regional Customer Service Manager (RCSM) will deliver a world class customer experience by effectively and consistently providing excellent technical, commercial and contract management to allocated customer portfolio. The RCSM will lead execution of customer contracts and uphold a highly customer centric ethos, whilst actively contributing towards delivery of the organization’s operational and strategic targets for region growth.

Role & Responsibilities

  • Coordinating and facilitating all aspects of Customer Relationship Management
  • Accountable for successful management of entire contract lifecycle, in delivery of planned and emergent works for allocated portfolio / contract, on time and on budget
  • Responsible for maintaining and actively seeking out improvement to the As Sold GM
  • Planning the allocation and deployment of resources (labour, sub-contractors, equipment) to meet service / contract requirements
  • Understands the Customer and owns the relationship ensuring communication meets, as a minimum, contractual requirements to deliver excellent customer service and offer opportunity to maximize the commercial potential of the contract. Undertake customer visits to satisfy contractual requirements and maintain / improve customer relationship as required.
  • Actively support growth in region, work alongside Sales team to maximise the commercial potential of the region
  • Support and lead customer engagement in providing technical ‘first response’ to minimize potential customer downtime. Shall be required to participate in nominated contact for ‘out of hours’ customer response
  • Demonstrate willingness to be flexible and adaptable to changing priorities and customer needs.
  • Maintaining current and accurate records within the Company’s Customer Relationship Management (CRM) system and Operating System (OS)
  • Tracking contract deliverables and costs using appropriate tools
  • Responsible for monitoring and reporting on contract progress and performance in a timely manner
  • Ensuring all payments are received within the defined contract payment schedule and deviations highlighted with appropriate proposed action plan.
  • Managing the control of customer related correspondence and specific contractual documentation
  • Lead, and where appropriate collaborate and support the component parts of the business to deliver a world class customer experience including resolution of customer concerns/problems and claims management.
  • Actively contribute to continuous improvement initiatives and complete process improvement tasks as directed
  • International travel required to conduct meetings and oversee as required field works at Customer’s facilities and sites.
  • All employees have a legal duty to take reasonable care for the health, safety and environment of themselves and of others who may be affected by their acts or omissions at work and to observe and follow the relevant systems, rules and methods of working
  • The job description is not to be regarded as exclusive or exhaustive and you may be required to undertake various duties as may reasonably be required of you by the Company 

The Person:

Skills 

  • Ideally you will be professionally qualified with, at least, 5 years practical experience in a customer-facing role with relevant sales/commercial knowledge and exposure to contract management
  • Top level customer service attitude, ethos and delivery.
  • Demonstrable project management experience in consistently delivering on schedule, to budget and delivering quality product and service.
  • A broad understanding of turbines/rotating equipment and or associated components
  • Excellent technical, analytical and problem-solving skills combined with the ability to provide quick resolution to problems
  • IT literate to include MS Office suite of products, MS Projects. Desirable experience of working within SAP environment
  • Italian language written and oral (fluent) Essential 
  • English language written and oral (business level / fluent) Essential
  • Spanish language written and oral (business level / fluent) Preferable