Service Manager Italy & Iberia

Overview

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. This is a remote position.

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.

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