Operations Technical Service Manager

Our Company

Technogym inspires 55 million daily users to train using our innovative & engaging solutions for fitness, sport and health. By promoting the wellness lifestyle of exercise, a balanced diet, and a positive mental approach, Technogym has rapidly grown into a success story of over 2,400 employees at 14 branches, expanding to more than 100 countries and has been selected as Official Supplier to 8 editions of the Olympic Games - from Sydney 2000 to Tokyo 2020.

If you are a team player with strong relationship skills and an international approach, eager to invest your energy in building dreams, you have the right spirit to join Technogym! You will naturally fit with our culture if you work out and live a healthy lifestyle, are pro-active, determined and digital savvy. Move with us for a better world!
 

Your Role

We are currently looking for an Operations Technical Service Manager to join our HQ Team at Technogym in Cesena (Italy). The Manager will ensure the excellent performance of Technical Service at worldwide level, consistent with the Company brand positioning, so as to guarantee Customer Satisfaction with Quality of Service. 

He/She will also be responsible for the correct application of Technical Service procedures at worldwide level by ensuring the use of end-to-end systems and processes across Subsidiaries. 

Your Impact

• Guarantee the implementation, updating and correct use of information and communication technology infrastructure to support Technical Service Operations towards effectiveness and efficiency of processes
• Manage and monitor on a daily basis the performance of the workforce across TS local staff (e.g. Call Centers, Second Level Support) and Field Technicians, including external service providers, so as to guarantee compliance with processes and systems
• Activate, if needed, countermeasures to mitigate possible customer frictions
• Oversee the staffing and skills of the Technical Service organization to guarantee the expected service level to customers
• Monitor the costs of the Technical Service organization, in line with assigned objectives, as well as the correct management of Warranty Refunds process for subsidiaries and distributors
• Account for Spare Parts availability and inventory record accuracy so as to ensure SLAs and proper local stocks
• Performance of on-time delivery of parts in line with defined objectives and SLAs
• Contribute to the continuous improvement of Technical Service processes and methodologies by increasing overall effectiveness and reducing the number of interventions
• Responsibility over the definition and correct application of repair and installation procedures
• Ensure availability and updating of product technical documentation to support technical assistance and logistics centers worldwide
• Ensure continuous training activities to the network worldwide, so as to guarantee the highest percentage of certified technicians
• Collect product feedback from the market (e.g. quality data, complaints) and share it with relevant Company departments.
• Guarantee and adequate level of Audits on the field to ensure expected levels of compliance with standard procedures

About You

• Master’s Degree in Engineering (e.g. Mechanical, Electronic)
• 5-8 years of previous experience in a management position in a relevant industry, preferably in a role with international scope
• Technical Service business expertise and Sales Service skills 
• English fluency (minimum level C1 CEFR)
• Availability to international business trips 
• Strong analytical and project management skills 
• Performance management of field operation activities and customer support 
• Attitude towards leadership and team management 
• Strong problem solving capabilities 
• Knowledge of IT and Digital tools 
• Wellness oriented, passionate about sport and fitness industry 

Technogym is an Equal Opportunities Employer