Head of Service Excellence

2 weeks ago


Loves Park, Illinois, United States Danfoss Full time
Job Summary

We are seeking a highly skilled professional to lead our service operations and drive excellence in customer service delivery. As the Head of Service Excellence, you will be responsible for ensuring that our service processes and systems are aligned with our objectives and values.

Key Responsibilities
  • Align service processes and systems with company objectives and values.
  • Maintain a comprehensive knowledge base of service processes, standards, and training materials.
  • Identify system and process issues and suggest improvements for better performance.
  • Analyze service performance metrics and propose changes to enhance visibility into process efficiency and effectiveness.
  • Create key performance indicators (KPIs), dashboards, and reports to illustrate performance.
  • 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.
  • Develop engaging onboarding training for the Service team.
  • Refine training resources based on updated SOPs.
  • Support service teams in implementing and adhering to processes.
  • Ensure customer satisfaction and delivery of 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.
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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