Head of Service Order Handling Emea Service Center
vor 4 Monaten
Requisition ID: 37475- Job Location(s): Offenbach Am Main, DE Graasten, DK Vaasa, FI**Are you ready to seize a new opportunity in a commercial and people management role? Do you have experience with people management and knowhow in Drives? And are you motivated to be part of a global team?**
Then maybe you are the right person to be our new **Head of Service Order Handling EMEA (M/F/d), **joining our Danfoss Drives Digital and Lifecycle Services department.
You should also expect some travelling primarily in EU (approx. 10-20 days pr. year).
The team scope is a combination of supporting D4 customers and partners by ensuring handling of the entire commercial tasks covering the entire portfolio related to service delivery, and establishing a good level of collaboration between country teams, EMEA Service Center in DLS and other Digital & Lifecycle Services (DLS) teams.
**As Head of Service Order Handling EMEA,** you will lead and support the implementation of our strategy for service in the EMEA region. Our service capabilities and channels will be developed and further accelerated within the EMEA region.
You thrive in an environment with close collaboration with customer support functions and service coordination to ensure transparent and good defined roles and responsibilities for the end-to-end process.
You are motivated to provide service excellence, collaborating with digital and lifecycle service business stakeholders in the region to ensure the customer support capabilities are in place for our DPD service network.
**Responsibilities**:
**Key tasks and responsibilities will include, but are not limited to, the following**:
- Balance existing resources and optimize the availability of the resources by use of new technologies. Reduce time before support is provided, increase time available for to support customers
- Create transparent and reliable measurements of available resources and ensure resources are available due to proper resource planning
- Identify gaps in service coordination in the EMEA region, address the gaps and needs
- Enable customer satisfaction and excellence in service delivery in the EMEA region by driving the KPI’s (externals and internal)
- Main tasks are commercial service order handling, cost estimation repairs and exchange drives handling, support for special service offers on request and master data management spare parts
- Interface with local Customer Service Centre’s to ensure all commercial activities are covered
- Commercial product note execution
- Handling of Service partner invoices and reports, including warranty registration
**Background & Skills**:
**To be considered for this position**, you have a degree in Engineering or possess work experience at a similar level combined with several years of experience within the service order handling domain.
**Additionally, we are looking for**:
- Knowledge on the field of drive technology, service order handling and service landscape
- Gained experience in an international environment, cross-country & region and able to navigate a complex matrix organization
- Experience with the creation of KPI’s, process optimization and strategies
- A pro-active and collaborative mindset, being able to communicate effectively with all stakeholders, internal as well as external
- Flexible with willingness to travel for work
- Fluent in English, both verbally and in writing
**For further information about this position, please contact Rainer Salomon, Head of EMEA Service Center on +49 1522 2796 462. **For information about the recruitment process, please contact Recruiter & Senior Attraction Specialist, Rainier Jazmin on +45 2170 3212. #LI-RJ1
**Employee Benefits**:
We are excited to offer you the following benefits with your employment:
- Bonus system
- Paid vacation
- Flexible working hours
- Possibility to work remotely
- Pension plan
- Personal insurance
- Communication package
- Opportunity to join Employee Resource Groups
- State of the art virtual work environment
- Employee Referral Program
**Danfoss - Engineering Tomorrow**:
At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.
Following our founder’s mindset “action speaks louder than words”, we set ourselves ambitious targets to protect the environment by embarking on a plan to be
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