Head of Service Excellence

1 week ago


Loves Park, Illinois, United States Danfoss Full time

Job Summary

The Head of Service Excellence will be responsible for ensuring that Service processes and systems are aligned with Danfoss's objectives and values, resulting in world-class service delivery to our customers.

Key Responsibilities

  • Develop and maintain a comprehensive knowledge base of service processes, standards, and training materials to ensure consistent and effective service delivery.
  • Identify system and process issues and suggest improvements for better performance.
  • Analyze service performance metrics, identify areas for enhancement, and propose changes.
  • Create key performance indicators (KPIs), dashboards, and reports illustrating performance to enhance visibility into process efficiency and effectiveness.
  • Lead initiatives to enhance governance, compliance, and operations in the Digital and Lifecycle division.
  • Collaborate with diverse teams to align service processes with company goals, communicating roadmaps and action plans.
  • Develop engaging onboarding training for the Service team.
  • Continuously refine training resources like instructor-led sessions, e-learning modules, and job aids based on updated SOPs.
  • Support service teams in implementing and adhering to processes, providing guidance for improved performance.
  • Ensure customer satisfaction, meeting internal and external benchmarks for service excellence.

Requirements

  • Bachelor's degree in Engineering (Electrical/Mechanical) or Business.
  • 5 years' experience in After Sales or Customer Service, including E-Business, project management, and SAP/Salesforce/Service Cloud.
  • 3 years' experience with Supply Chain and Logistics processes including SAP S4/Hana/ONE ERP.
  • Experience may be concurrent.

Employee Benefits

  • Bonus system
  • Paid vacation
  • Flexible working hours
  • Pension plan
  • Personal insurance
  • Communication package
  • Opportunity to join Employee Resource Groups
  • State of the art virtual work environment
  • Employee Referral Program


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