Service Network & Customer Experience Lead (Male)

Role Description:The Service Network Coordinator is the first point of contact for direct customers in the region (excluding machine contracts) and is responsible for filtering requests based on the type of intervention, competence (product, technology), complexity, and priority. They schedule interventions in coordination with the Service Manager using advanced PLANNING systems. The coordinator collaborates with Service Sales colleagues to meet customer requests while keeping the Regional Manager Tiles informed. They play a key role in the growth of NETWORK skills, identifying talents, nurturing their growth, and fostering independence. • Be the Customer Advisor: Serve as the primary point of contact for direct customer service requests, efficiently filtering and responding based on intervention type, technical complexity, and priority. • Orchestrate Service Excellence: Skillfully plan and supervise technical assistance, smart service, and maintenance interventions (ordinary/extraordinary), coordinating resources from SACMI personnel or third-party partners using advanced planning systems. • Drive Network Development: Play a key role in developing our technical network's capabilities, identifying and nurturing talent, and empowering personnel to achieve autonomy and excellence in their roles. • Strategic Collaboration: Partner closely with Service Sales colleagues to align service delivery with customer needs and collaborate with the Technican Manager and Specialists to define and implement structured training plans that enhance network skills and talent. • Ensure Quality & Compliance: Uphold the highest standards of service quality and ensure all interventions are meticulously reported for customer communication, accurate billing, and collection management. • Fuel Business Growth: Proactively encourage customers to explore new business opportunities and solutions. • Team Leadership (if applicable): Manage your team's objectives, performance, and skill development, providing essential support and guidance. • Maintain Operational Awareness: Keep the Installation Manager informed on site progress within the region, coordinating local technicians as required.Key Performance Indicators (KPIs) You'll Influence: • Technician saturation • Intervention costs • Team skill matrix development • Service/upgrade revenue