Service Manager Italy & Iberia

The Role

We are looking for a Service Manager – Italy & Iberia to strengthen dealer service capabilities and ensure high standards of technical support, service performance and customer satisfaction across the region.

Reporting to the Regional Product Support Manager, this role plays a key part in developing dealer service operations, monitoring KPIs and acting as a technical reference for complex product and quality issues.

The position is home-office based, with frequent travel across Italy and the Iberian region.

Requirements

Key Responsibilities

Dealer Service Capability Development

• Develop and improve dealer service capabilities in line with EU Service Operation Guidelines
  
• Support dealers in tools & equipment, service processes, staffing, training and maintenance records
  
• Drive service campaign completion, oil sampling and iRecord data transmission
  
• Lead Quarterly Reviews and Dealer Scorecard assessments
  

Service Performance & KPI Management

• Monitor and analyse Dealer Service KPIs
  
• Define and follow up action plans to improve service performance
  
• Review results with dealers using structured performance reports
  

Technical Support & Product Quality

• Provide technical support and solutions for complex product issues
  
• Guide dealers in diagnostics and root cause analysis
  
• Report quality issues with complete technical data to regional and HQ teams
  
• Support parts return, tests and trials when required
  

Training & Warranty Management

• Define and execute annual dealer technical training plans
  
• Manage warranty and SMR authorisations within defined LOA
  
• Ensure rework and service campaigns are completed on time and to target
  

Customer Loyalty

• Support and execute customer loyalty programmes (e.g. service care initiatives) in line with AOP objectives
  

Requirements

Education & Background

• Bachelor's Degree in Mechanics or similar technical field
  
• Proven experience in service management within construction equipment or off-highway machinery
  
• Valid driving licence (B or higher)
  
• Knowledge of local work safety regulations
  

Technical Skills

• Strong understanding of dealer service department operations
  
• Advanced knowledge in hydraulics, electrics and engine/emission systems
  
• Comfortable with diagnostic tools and IT systems
  
• Solid reporting and presentation skills
  

Languages

• Italian (mandatory)
  
• English (professional level)
  
• Spanish or Portuguese is a plus
  

Experience & Availability

• Hands-on experience in service or technical management roles
  
• Willingness to travel 50–60% of the time
  

Personal Profile

• Analytical and solution-oriented mindset
  
• Strong focus on priorities and end-to-end issue resolution
  
• Team player, comfortable working across cultures and regions
  
• Proactive, innovative and continuously looking for improvement opportunities
  

Benefits

Why Join

• International role with high visibility
  
• Strong technical and operational impact
  
• Opportunity to work closely with dealers, customers and regional management
  
• Dynamic environment within a global industrial organisation