Operations Manager

Your role

Lead the Team of Service Managers CTS on these 3 main pillars: Safety, Customer satisfaction and Operational efficiency

General

• Support the AC Group’s vision “First in Mind, First in Choice” by contributing continuously to a Customer-Value and a Customer-Care driven culture.
• Live the AC Group values “Interaction-Commitment-Innovation” in all-internal and external activities and relations.
• Lead the Team of Service Managers to assure future grow of CTS.
• Promote and ensure the values, guidelines and policies laid down in The Way We Do Things.
• Be a key member in CTS: create Safety Culture, care, be a driving force for Business Line performance in terms of operational efficiency and customer satisfaction.
• Interact with BLM Operations CT and all employee of CTS in a constructive, productive and unselfish way that supports the development of synergies and result of the total Company, in terms of operational efficiency, profitability and Customer Satisfaction.
• Promote and engage the Digital Transformation within your area of responsibility.
• Develop and support a spirit of open communication, fairness, non-discrimination and respect for the individuals in all areas of operations.
• Develop “People Care” strategy, i.e. training and competence development of employees.
• Specifically identify support and follow-up talented person with a good potential to grow within the Atlas Copco Group.
• Safeguard integrity and transparency of operations and the legal structure by making sure that FAM and Business Code of Practice is understood and applied where relevant
• Apply the principle of Safety first for all our operations, meetings and communications activities. Ensure all employees operate in compliance with safety process.
• Good knowledge of Italian

Specific

• Contribute actively in achieving the divisional targets in terms of safety, organic profitable growth, operational efficiency and customer satisfaction.
• Monitor and control main Operational KPIs: Backlog, WIP, profitability, FSE per visit, Time on Site, Utilization and Service Variance as main drivers for the financial success of CTS
• Pay extra attention and action to keep breakdown, warranty cost in line with assigned target.
• Monitor and improve customer satisfaction: fast reaction to NPS scores and complaint management to improve customer experience with our service operations. Be the NPS Champion for Falcon application, promoting the usage the new tools for follow-up
• Safeguard the growth of CTS adjusting the capacity at current market conditions, ensuring that right competences are available in line with the market needs and in collaboration with Tech. Support Leader & Competence Manager, always granting positive operational cost efficiency.
• Collaborate with Planner/Admin Team Leader to ensure a smooth flow in all the Operations activities, to reach the monthly NIS target, and/or to identify special cases that are to be managed differently.
• Collaborate with Tech. Support Leader to ensure a smooth flow when workshop activities are in place
• Be the single point of contact for new joiners within the Team (including FSEs), to ensure a proper induction.
• Communicate frequently and openly with Sales Management of CTS and other Divisions: provide excellence in technical advice and support marketing initiatives to assure the future growth of CTS
• Assure an efficient flow to deal with warranties and ECBs: direct / indirect for CT
• Promote safety culture in collaboration with SHEQ department and keep the entire organization Line updated on all Safety topics
• Follow the cost-conscious principle in all activities
• Grant 100% availability of Operations with backup plan when key roles, such as Service Manager, are not available
• Safeguard regular communication with Service Managers, following up on their performance and their growth as Team Leaders
• Provide, regularly, to measure, analyze and evaluate working load in the field to ensure organization in line with market request.
• Ensure Smartlink is adopted as base to drive Customer satisfaction and loyalty: planning, diagnosis and improvements
• Ensure regular follow-up of Diagnostic Tickets by Service Managers, together Smartlink as main instrument for diagnosis, to grant the highest uptime of our Customers
• Pay attention to your CLI as leadership; look always for improvement