Country Service Manager, Hungary & Romania

at  Nilfisk

Today, cleaning is a key contributor to health and safety, and a new clean is emerging, driven by technology and innovation.
At Nilfisk we are a driving force in this development, and we work as one team with one agenda, supporting each other across an exciting, dynamic organization.
We are a people-centric company where we work with a lot of freedom and trust, and where we believe in a growth mindset.
Furthermore, we expect you to question ideas and speak your mind, so we can, together, find the best solutions.
Are you ready to take on a challenging and rewarding position as a
Country Service Manager,
responsible for our aftermarket services in Hungary and Romania?

Objectives of this role:

• Leading and managing the service department, ensuring efficient service delivery and customer satisfaction.
• Building and maintaining solid customer relationships, understanding their needs and providing personalized service solutions.
• Developing and implementing service strategies to enhance customer experience and meet service objectives.
• Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions.
• Hiring, training and mentoring service staff, fostering a high-performance culture and promoting professional development.
• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Fostering a customer-centric culture within the service team, emphasizing empathy, professionalism and effective problem-solving.

Your tasks:

• Lead and oversee the service department, ensuring proper staffing, training, and performance management of service personnel.
• Establish and maintain exceptional service standards and protocols to guarantee consistent and efficient service delivery.
• Assess and evaluate the performance of the service team, providing continuous feedback, coaching, and recognition to foster individual and team excellence.
• Ensure the prompt and precise completion of service requests, work orders, and documentation, with a strong emphasis on detail and quality.
• Analyze and monitor service metrics such as response times, resolution rates, and customer satisfaction, taking proactive steps to promote continuous improvement.
• Collaborate with other departments to devise and execute strategies aimed at enhancing customer satisfaction, boosting service efficiency, and meeting business goals.
• Prepare and deliver regular reports to senior management detailing service performance, key metrics, and initiatives for improvement.
• Enhance and optimize the profitability of service processes.
• Conduct regular visits to customers to evaluate satisfaction and strengthen relationships.
• Monitor and manage customer payment delays; communicate effectively to inform and negotiate resolutions.
• Make informed choices regarding customer requests for deferred payments.
• Proactively identify opportunities for service enhancement, suggesting and implementing process improvements, tools, or technologies.
• Stay informed about industry trends, best practices, and emerging technologies in the service sector, actively seeking opportunities for personal and professional development.

Required skills and qualifications:

• Min. secondary education qualification from a technical institution
• Min. 3 years of managerial experience in a similar field
• Min. conversational English language proficiency (verbal and written)
• Fluent Hungarian
• Valid B-type driving license
• Business-oriented mindset
• Strong analytical skills
• Proactive approach
• Continuous improvement attitude
• Customer-focused
• Excellent communication skills
• Team-oriented spirit
• Proficient in MS Office
• Willingness to travel
• Sales-oriented

Preferred skills and qualifications

• Knowledge of Salesforec.com/Service Max (SFCD and SMAX) or similar service tools
• Robotics technology experience

Why Join Us?

• Base salary and performance bonus
• Mobile phone, laptop, company car
• Cafeteria
• Scandinavian business culture

Let’s create a cleaner future together
Clean is changing. Today, cleaning is a key contributor to health and safety, and a new clean is emerging, driven by technology and innovation. At Nilfisk we are a driving force in this development, and we work as one team with one agenda, supporting each other across an exciting, dynamic organization. Being part of Nilfisk means having the freedom to speak your mind and do what you do best. You will thrive by having a hands-on approach and the drive to bring your great ideas to life. At Nilfisk you can lead, innovate and collaborate for a cleaner future. Are you ready to make a change?
We embrace diversity and equality with an environment of inclusion. We encourage everyone to apply for the position, regardless of origin, race, ethnicity, religion, physical or mental ability, gender, gender-identity or expression, sexual orientation, and age.

Objectives of this role:

• Leading and managing the service department, ensuring efficient service delivery and customer satisfaction.
• Building and maintaining solid customer relationships, understanding their needs and providing personalized service solutions.
• Developing and implementing service strategies to enhance customer experience and meet service objectives.
• Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions.
• Hiring, training and mentoring service staff, fostering a high-performance culture and promoting professional development.
• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Fostering a customer-centric culture within the service team, emphasizing empathy, professionalism and effective problem-solving

Your tasks:

• Lead and oversee the service department, ensuring proper staffing, training, and performance management of service personnel.
• Establish and maintain exceptional service standards and protocols to guarantee consistent and efficient service delivery.
• Assess and evaluate the performance of the service team, providing continuous feedback, coaching, and recognition to foster individual and team excellence.
• Ensure the prompt and precise completion of service requests, work orders, and documentation, with a strong emphasis on detail and quality.
• Analyze and monitor service metrics such as response times, resolution rates, and customer satisfaction, taking proactive steps to promote continuous improvement.
• Collaborate with other departments to devise and execute strategies aimed at enhancing customer satisfaction, boosting service efficiency, and meeting business goals.
• Prepare and deliver regular reports to senior management detailing service performance, key metrics, and initiatives for improvement.
• Enhance and optimize the profitability of service processes.
• Conduct regular visits to customers to evaluate satisfaction and strengthen relationships.
• Monitor and manage customer payment delays; communicate effectively to inform and negotiate resolutions.
• Make informed choices regarding customer requests for deferred payments.
• Proactively identify opportunities for service enhancement, suggesting and implementing process improvements, tools, or technologies.
• Stay informed about industry trends, best practices, and emerging technologies in the service sector, actively seeking opportunities for personal and professional development