Digital Service Manager

ALFA LAVAL is a Swedish multinational company operating in Italy for over 140 years with several sales offices, manufacturing and research and development.

At Alfa Laval, we always go that extra mile to overcome the toughest challenges. Our driving force is to accelerate success for our customers, people and planet. You can only achieve that by having dedicated people with a curious mind. Curiosity is the spark behind great ideas. And great ideas drive progress.

As a member of our team, you thrive in a truly diverse workplace based on empowerment. You are here to make a difference. Constantly building bridges to the future with sustainable solutions that have an impact on our planet’s most urgent problems. Making the world a better place. Every day.

Our driving force is to accelerate success for our customers, people and planet.

We’re looking for a passionate “Digital Service Manager" for our Service team on Monza site.

Who are you

To bring focused leadership to a team of Digital Service Engineers to maintain operational capability whilst balancing the needs of the

customer, business and the team. Support & coordinate team members to:

• Promote agile responses to customers with emergencies.

• Create an excellent customer experience with Monitoring Services.

• Meet the Remote Service delivery market demands.

• Manage the needs of the Digital Solution Center DSC.

Key responsibilities

• Secure a strong HSE culture within the team executing Remote Service delivery

• Secure a strong quality and Service Level Agreements to the customers with Monitoring Services or Service Agreements.

• Lead the team giving the direction and ensuring that they are performing with a strong customer orientated mindset.

• Develop, motivate and coach direct reports and secure a proper competence development.

• Be the owner of the entry channel and Triage stage of Digital Solution Center for Emergency and Scheduled Response.

• Manage basic performance issues within the team appropriately and quickly.

• Ensure that FSE hybrid role with the correct skills are selected in close cooperation with Field Service Manager for Scheduled

Response.

• Conduct DSE´s employee reviews, include competence profile and skills matrix updates accordingly.

• Ensure that the team are equipped with the right tools and the tools are fit for purpose.

• Change management to facilitate the internal and external adoption of Remote Services and Monitoring Services support

What you know

• At least 3/5 years of work experience in Service field
• A valid driving license
• Italian mother tongue — mandatory
• Good knowledge of English, both written and spoken
• Advanced knowledge of Microsoft Windows environments and the Microsoft Office package, including Word, Excel, PowerPoint and Outlook, CRM regularly
• Previous experience in a multinational company
• Excellent communication, presentation and problem solving skills

At Alfa Laval, we carefully consider a wide range of compensation factors to determine your total compensation package. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location. The starting base salary for this role is 40.000€, CCNL METALWORKING.