IT Specialist – Customer Management & Aftersales

The Company

The headquarters is located in Bolzano, at the former Lancia plant, a historic manufacturer of industrial vehicles founded in 1937 and integrated into the Iveco Group in 1975. Iveco Defence Vehicles has an independent internal structure entirely dedicated to research and development, with full access to the company’s extensive engineering resources.

Role Description

We are looking for an IT Specialist with expertise in Customer Management & Aftersales to join the IT Sales, Commercial & Aftersales team . The candidate will be responsible for the end-to-end management of IT systems supporting post-sales processes, ensuring efficiency, integration, and compliance in an international context. This role is crucial to guarantee proper spare parts distribution, warranty handling, claims management, and recall campaign execution.

Key Responsibilities

1. Solution Design & Process Management

• Application Design : Act as a functional expert in designing, configuring, and continuously improving IT systems dedicated to Customer Management and Aftersales.
• Spare Parts & Distribution Management : Manage IT systems supporting the entire spare parts order and distribution process, ensuring integration with logistics and warehousing.
• Warranty & Claims Management : Implement and maintain IT solutions for warranty handling, claims processing, and interaction with service centers.
• Recall Campaigns : Support IT systems dedicated to planning, executing, and monitoring recall campaigns, ensuring compliance and safety standards.

2. Service Management, Support & Projects

• Project Management & Deployment : Manage IT projects from requirements analysis (Demand Management) to deployment, ensuring efficient and compliant implementation of new Aftersales functionalities.
• Service & Vendor Management : Oversee IT services related to Customer Management systems, managing relationships with application maintenance providers and ensuring SLA compliance.
• Advanced Troubleshooting : Perform analysis and resolution of complex anomalies on Aftersales systems.

3. Technological Platforms

• Provide functional expertise on core Aftersales application platforms, including SAP solutions (e.g., SD, MM, CS) and/or Microsoft Dynamics 365.
• Ensure proper integration of Aftersales systems with customer/dealer portals and vehicle data management platforms.

Required Qualifications & Skills

• Functional Experience : At least 4–5 years of proven experience in implementing and supporting IT solutions for Aftersales and Customer Service processes, particularly spare parts and warranty management.
• ERP/CRM Knowledge : Solid experience with ERP/CRM platforms, with strong expertise in relevant SAP modules (e.g., CS – Customer Service, SD) or Microsoft Dynamics 365.

Soft Skills

• Integrity & Customer Focus : Service-oriented approach and strong focus on customer problem resolution.
• Communication : Excellent communication skills at all levels and ability to interact with international business partners.
• Proactivity : Ability to act quickly and decisively and promote continuous improvement.

Language Requirements

• Italian : Native-level proficiency (mandatory).
• English : Fluent proficiency (written and spoken) (mandatory).
• Portuguese or German : Knowledge of either language is considered a plus.