Truck Customer Service - Product Performance Service

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7cqhgq

Lead both Control Room & Technical Performance and On-site Technical Support teams for the assigned product range, with the goal of proactively identifying product issues, accelerating their resolution, and enhancing overall service effectiveness through the use of telematics data, diagnostics, and on-site technical expertise.

Drive the end-to-end management of product technical issues and service experience for a defined product range ensuring that issues observed arising during customer operations are properly intercepted, understood, configured, resolved and effectively communicated to the network and the final customer to continuously improve customer satisfaction and uptime.

Capture and interpret signals from customer operations, identifying emerging patterns and critical issues, and providing meaningful insights on product performance in real conditions to support strategic and operational decisions.

MAIN ACTIVITIES: Detect emerging product issues by analyzing data coming from the customer operations collected in different systems, leveraging telematics data

Define and monitor Customer Service Top Issues, ensuring full ownership from initial identification through to the implementation of effective solutions

Coordinate technical activities with Markets and central departments to improve service level to the final Customer

Define tailored Customer Focused Actions for Key Accounts

Ensure governance of technical communication toward Markets and dealer network (procedures, bulletins, documentation), translating technical findings into clear actions





Handle customer escalation involving key stakeholders and coordinating the On-site Technical team for deep expertise

Lead Control Room activities for the specific product range, coordinating Technical Specialists and Data Scientists to analyze product performance in real conditions and quickly identify emerging issues

Support new product launches

KNOWLEDGE & EXPERTISE: Strong technical background in engineering

Experience with Customer Service or Product Support

Familiarity with quality and warranty processes

Problem-solving and Customer-oriented mindset

Strong communication and stakeholder management skills

Strong analytical and data interpretation skills

Experience with digital tools and connected vehicle environments is a plus

Salary Range : euro 49.000 - 58.000

Variable payment as per CCSL The successful candidate's placement in the range and final offer will be determined by their experience, skills, qualifications and internal equity considerations.

Starting from recruitment, management of people is based on legitimate business considerations only, such as experience, knowledge, skills, education, performance, potential, and the Company's core values.

The Company is committed to acting impartially to eliminate any form of direct or indirect discrimination or undue preference, while supporting and nurturing a culture based on mutual respect and on valuing differences to foster and promote the expression of everyone's potential: this is both due to its people and in the interest of its own progress.

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7cqhgq