Job Responsibilities
As a Commercial & Technical Project Expert, you will manage OEM partners for De'Longhi Group within the Customer Care global team. This role involves ensuring customer satisfaction and adherence to quality standards through technical support, customer inquiries, and service agreements.
Main Responsibilities
Serve as primary point of contact for OEM service-related matters, maintaining relationships with OEM partners and customers focused on Nespresso and Dolcegusto. Key responsibilities include:
- Coordinating and managing service agreements with OEM partners, ensuring contractual obligations are met
- Providing technical support to OEM partners and customers, resolving product-related issues and offering solutions
- Collaborating with cross-functional teams to address customer needs and ensure effective service delivery
- Conducting regular reviews of service performance metrics, analyzing data and identifying opportunities for process optimization and enhanced customer satisfaction
- Developing comprehensive training programs for OEM partners and internal teams
- Assisting in creating and maintaining service documentation
Job Profile
Qualifications
Bachelor's degree in Engineering, Business Administration or related field. Relevant work experience may be considered equivalent.
Proven experience in OEM service management, technical support or related roles within the manufacturing industry
Skills
Strong problem-solving skills with the ability to analyze complex technical issues
Excellent communication and interpersonal skills, building rapport with diverse stakeholders
Detail-oriented and highly organized, capable of managing multiple projects simultaneously
Proficient in using relevant software applications, CRM systems and productivity tools
Self-motivated and proactive, with a strong customer-centric mindset
Will to travel occasionally for customer visits and training sessions
Ability to adapt to changing priorities and work effectively in a dynamic environment
Fluency in English
Benefits
Hybrid work arrangement
Flexible time and one day-off per month
Company restaurant
Technical and soft training
Job Rotation