Interim Customer Service Manager for Technical Hotline & Dispatch Germany

Project status
Project start date
As soon as possible
Project posted
5 Apr 2018 07:45
Project duration (approx.)
3.0 Months
Budget (approx.)
€30000 (fixed cost)
Level of Experience
Mid-level
Industry
Machinery & Industrial Automation
Area of expertise
Operations , Programme / Project Management , Sales / Business Development , Strategy
Consultant location
On-site
Location
Germany
Languages
German (Essential) , English (Nice to have)

Objectives and Key Deliverables

We are a renown and globally operating manufacturing company with a focus on technology and innovation. We are headquartered in Germany and have subsidiaries and partners in over 73 countries.

For our customer service team Germany we are looking for interim support asap. The interim manager will be asked to report to the Service Manager Germany as well as to the Global Director Service. The team to be led consists of approx. 15 employees in the hotline and the dispatch (technician assignment planning) team.

Deliverables:
- Organizational and disciplinary management of the Service Center (Hotline & Dispatch)
- Process development for the long-term assurance of a professional service center
- Development of short- and medium-term measures to ensure a professional service center with high customer reachability, on-time delivery, adherence to SLAs, etc.
- Definition, adaptation and further development of KPIs
- Conducting of trainings and audits, including the creation of training and process documentation for the Service Center
- Management of the service center employees
- Coordination with adjacent areas (sales, key account, installation, etc.)


Successful proposals will need to demonstrate
- experience in service/customer service of companies that develop, produce and distribute complex technical products in need of explanation (machinery and equipment with a high level of service such as industrial trucks, elevator technology, machine tools, agricultural and construction machinery, robotics, bakery machines )
- in depth knowledge of technical hotlines & dispatch including call acceptance, ticket systems, technician control and planning with the relevant tools and KPIs
- strong customer and solution focus
- excellent communication and presentation skills
- proven track record of managing teams and employees to sustainable success
- focus on ensuring customer satisfaction and retention through excellent and efficient processes
- holistic, entrepreneurial thinking and acting
- solid conceptual and strategic skillset
- success orientation, flexibility, positive thinking and resilience
- high social competence as well as the combination of analytical-conceptual strength with a clear implementation focus
- hands-on mentality acting pragmatically in order to continuously improve all processes

TIMELINE:
Proposal submission ASAP
Interviews to be finished by mid April 2018
Project kick off mid April 2018

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