HEAD OF SERVICE & BUSINESS OPERATIONS

Head of Service & Business Operations Baoli EMEA is a member company of Germany’s KION Group AG, one of the worldwide biggest suppliers for intralogistical trucks and service as well as automation and supply chain solutions. Baoli EMEA provides affordable forklift trucks, warehouse equipment, and spare parts via a Sales & Service network to customers mainly in Europe, the Middle East, and Africa. In this growing market segment, Baoli EMEA is currently enhancing its central After Sales and Technical Support team in Lainate, Italy. Our goal is to provide the best in class After Sales Services to our network partners. Therefore, we are looking for a Head of Service & Business Operations. In this position, you manage the central Baoli After Sales team and are hands-on responsible for the After Sales and Product Support across EMEA. You will collaborate with other central management functions on defining and implementing strategic measures to improve the After Sales performance towards dealers and customers in EMEA. Please note: In this position, you will work in English, as our network partners are located all around Europe, the Middle East, and Africa. Your general responsibilities: Manage the Service & After Sales business of Baoli EMEA, steering all After Sales related processes & operational activities together with your team. Foster relations with internal as well as external dealer networks. Commercially grow the after sales business in EMEA. Define and implement strategic measures to professionalize product support. Lead a team of 5 direct and additional dotted line reports. Manage budget and personnel planning. Measure and steer operational and financial KPIs and take actions accordingly. Details about your area responsibilities in Baoli EMEA Service & After Sales: Dealer relationship management in EMEA, nurturing our diverse and growing dealer network in all regards of After Sales support. Ensure the proper quality and quantity of provided support, guidance, and compliance with company standards and service protocols. Gather feedback and drive necessary changes to make Baoli's product support and after sales offering a competitive advantage in the EMEA market. Ensure proper parts identification and parts order processes for our dealer network. Work closely with our KION factories in China as well as central functions to improve our parts business support level and maximize our after sales business. Define and track parts performance towards S&S (Sales & Service) network in collaboration with our KION parts warehouse. Define Baoli EMEA parts and software pricing and establish necessary price adjustments. Ensure proper remote and on-site support (on 1st and 2nd level). Plan and execute trainings for dealers to ensure they are well-versed in the latest truck models, service techniques, and best practices. Collaborate with the factory on the creation and publication of technical documentation and information. Plan, execute and track technical field campaigns. Collaborate with Product Management, Production, and Sales departments on launching and developing new products, ensuring Service requirements are matched. Overlook warranty procedures and performance. Gather and provide structural feedback on quality issues towards the KION factory in China. Analyze data from the field, steer KPIs, share insights, and define short- and long-term measures to professionalize and grow the business. Oversee the integration and utilization of technology, such as remote monitoring systems or diagnostic tools, to streamline service operations and enhance efficiency. Manage, empower, and enable your team members. Communicate and demonstrate how to deliver excellent product support. Drive change initiatives, implementing new service processes, and communicate to ensure seamless adoption within the dealer network. Manage budgets across different regions, optimize costs, and ensure effective resource allocation for service operations within each territory. Your qualifications: Experience in managing after sales operations, preferably in multiple countries, understanding regional regulations, and adapting service processes. Profound experience in After Sales & Service business models, products, and operations. A good technical know-how regarding forklifts and/or similar products. Experience in collaborating and developing a centralized dealer network. Familiarity in defining, communicating, and executing strategic projects. Experience in leading employees, both disciplinary and functional. Ability to collaborate on a corporate level with other senior managers. Organized, solution-driven, pragmatic, and pro-active mindset. Ability to challenge the status quo and continuously strive for improvements. Active, self-starting approach with a can-do attitude. Fluent in written and spoken English. What we offer: A growing company in a dynamic business field, building a solid base for long-term success. A job which allows you to have a real impact, with the chance to implement your ideas to improve Baoli processes and business model. Our basics: Possibilities for regular remote work. Attractive compensations & employee benefits. Chances to learn new professional skills. A cantina with company subsidized prices. An open and friendly working environment. #J-18808-Ljbffr