Permanent
Job Description
At the Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.
Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.
Join us in our exciting quest to build the future home!
Service Operations Manager
About the role:
Our services within Peace of Mind (PoM) complement our Taste, Care and Wellbeing Product Line appliances, during their ‘in use’ phase (often known as Aftermarket phase). We are on an ambitious transformation journey building the capabilities, strategies, and tactics to deliver a best-in-class ownership business model that provides the consumer an outstanding ownership experience.
The Peace of Mind vision is to be the consumers trusted companion, by their side, providing a complete ecosystem of sustainable post-purchase services that are both relevant and within easy reach. We enable the consumer to get the most out of their appliances, and anticipate their needs, so they can keep their home running smoothly and elevate the experience of everyday life. We share our expertise to help them choose what’s best for them, their home, and our planet, giving them peace of mind. We encourage the consumer to repair rather than replace their appliance when that decision arises, ensuring consumers understand both the economic and sustainable choices available to them. We want the consumer to feel Electrolux ‘has their back’ and that we provide them with an outstanding branded experience. We believe getting this right means the consumer will stay with the brand when it’s time to replace their appliance.
For Turkey, we are looking for a Service Operations Manager
In this role you will report to Peace of Mind Sales&Services Manager Turkey.
Main responsibilities:
- Provide business and people leadership to field operations & quality organization in Turkey
- Drive the function by focusing on organizational development, process & tools, capability and engagement of the team, governance model;
- Implement Company’s Consumer Service business vision and strategy
- Lead & Drive functions of field operations (repair network management), quality, technical support, technical training
- Drive all necessary customer satisfaction measurements improvement as the key indicator for the service level by focusing on optimum network management, Perfect visit implementation; strong cooperation with contact center function for perfect call implementation
- Implement field operations operating model
- Drive B2B and B2C sales development (both products & services) through field operations network
- Support technical support both for external service partners, trade partners and internally
- Manage the operation in line with budgeted level of warranty costs
- Improve consumer product exchange process & product exchange policy implementation
- Coordinate and follow up of service trainings (focusing on technical part & soft skills), including digital trainings
- Manage correct operation on Customer service for spare parts
- Drive right service level towards spares supply, working in close cooperation with logistics
- Work cross functionally in a matrix environment in order to gain and give support to Contact center, all necessary after sales actions, Quality, R&D, HR, Sales, Marketing.
- Drive implementation of continuous improvement initiatives
- Communicate and Coordinate activities with the rest of after sales team as per the vision and strategy of the regional management as well as the country after sales head.
- Utilize SAP and similar business tools effectively and support the network for the correct usage of related business tools.
Requirements:
- Previous experience in a similar role
- Very good level of English
- Knowledge of SAP and other IT tools
- Cross-collaboration and very good networking skills
- Strong communication and influencing skills
- Ability to build strong relationships
- Proactive, target driven with CI mindset
- Available to travel across the country-around 40% of the time
Location: İnci Çıkmazı No:3 İnci Ofis Zemin Kat Daire:6 Altunizade, Üsküdar, İstanbul 34662
Benefits highlights:
- Company car
- Private health insurance
- Meal allowance
Please send your CV in English.