Service Excellence Project LeaderColmar/Cedex | Job ID 28509

Responsabilities

• Lead the Service Excellence program implementation as per agreed goals and schedule
• Work together with the Service Excellence Core team (Customer Support / Parts / Reman)
• Coordinate assessment visits, including planning and preparation for "virtual" assessments
• Propose priorities
• Participate to the selection / validation of new Service Providers
• Contribute towards and maintain the Service Guide up-to-date (documentation of best practice, and definition of related standards), by means of project work groups Liebherr Factories and Affiliates
• Promote the communication on the Service Excellence program in relation with Core Team and Marketing Department
• Realize Customer Support assessments:
  • Work together with other members of the assessment team
  • Evaluate service organizations of Liebherr Affiliates, Dealers and Service Providers
  • Agree on action plan with Operation / Service manager
  • Maintain Score cards used for assessment and propose improvements
  • Identify best practice
  • Conduct factory assessment with Liebherr Affiliate / Dealers / Service Provider, agree on action plan with Factories’ Regional Customer Support managers

Competencies

• Have background in product support to Liebherr, Dealer and ideally to end users
• Have experience in Customer Support in a Liebherr service organization, including organization processes
• Knowing Liebherr factory organization and processes would have an added value
• Skills in project management and assessment techniques
• Fluent in English. Spanish language is an added value
• Neutral / impartial
• Attentive, open minded, analytical, thorough
• Flexible to travel often and worldwide

Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Virginie Loos at: [email protected]

Liebherr - One Passion. Many Opportunities.