Service Manager, EMEA, Customer Care

Job Responsibilities

Mission:  Build and Execute Service Strategy as it relates to Service P&L leadership, department operations, and warranty processes and systems.

Responsibilities:

• Key technical resource for service department. Interfaces with leadership of R&D, QA, and Manufacturing departments to represent the interests of the Service Department. Provides key Service input to the New Product Development and Mature Products change management processes.
• Manages the team that executes the implementation of the Service Department strategy through systems and process changes.
• Interfaces with customers and our sales team when critical product reliability issues are escalated past the Contact Center or Service Network. Represents the company in a professional manner. Handles sensitive information with caution.
• Oversees warranty system, process, and reporting to our finance, QA, R&D and manufacturing teams. Manages the team that creates and updates analysis required for financial warranty accruals when required.
• Manages monthly/weekly reporting of various metrics used both internal and external of the Service Department.
• Manage 3rd party Lincoln Authorized Service Facility (LASF) machine service and repair network as well as any Lincoln-owned service facilities. Oversee maintenance of (and compliance with) LASF contracts, repair technician training requirements, qualification steps for new and recertified LASF. Negotiate LASF labor rates on behalf of LECO. Drive improvement across all internal/external repair centers to ensure customer satisfaction with machine repair experience. 

• Develops billable services such as preventative maintenance, post warranty repair, service contracts, etc.

• Coordinates efforts with Lincoln Sales Team to maintain a sufficient number of quality LASF locations to serve local markets. Manage contracting and labor rates with a balance of LASF retention, technical training, labor costs, and quality service offerings.

• Manage the operations of the service team that receives customer contacts (phone calls, mails, servicecloud). Ensure that the team is prepared to provide a customer response that is professional, accurate, and timely so the value of the brand name of Lincoln Electric is increased by each customer interaction. Primary contact reasons are technical machine troubleshooting, technical sales support, and warranty support.

• Updates and analyzes month end reporting statistics.  Identifies areas for improvement and implements changes.

• Manages all activity related to service content creation and change management through systems, policies, and procedures to improve access to service information, for internal and external customers with a global audience.

Job Requirements

• Bachelors degree or equivalent experience required.  Engineering or related technical field preferred. MBA encouraged.

• 5+ years of technical experience with a focus on customer-facing repair prospects or technical troubleshooting and demonstrated ability to lead a team.

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  Hands-on technical / engineering experience as well as management experience with direct reports and budget responsibility preferred

• Proven people management skills.

• Excellent communication, time management, and organizational skills.

• Ability to perform extremely detailed work with a high degree of accuracy in an individual and team environment