Regional Service Manager - English, German

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May 23

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B2X Care Solutions

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B2B • SaaS • eCommerce

B2X Care Solutions is a company that specializes in providing comprehensive platform solutions for businesses to create, customize, share, and track digital interactions with their audiences. Their offerings include a URL shortener, QR code generator, and mobile-friendly landing pages that help businesses engage their audiences effectively. B2X Care Solutions also provides analytics and tracking tools, enabling businesses to measure the performance of their digital interactions. With a focus on seamless digital connections, B2X Care Solutions caters to various sectors including retail, consumer packaged goods, hospitality, and more. Their suite of products is designed to enhance customer engagement, streamline communications, and build strong brand connections.

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

💰 Venture Round on 2018-03

📋 Description

• We are seeking a dynamic Regional Service Manager (DE / UK / PL) fluent in English with German language proficiency considered a strong advantage, to enhance our customer service experience and ensure outstanding satisfaction across our diverse product portfolio. • Ensuring the efficient implementation of after-sales services for contracted products in your region, including service performance management by setting appropriate KPI targets for local service partners to fulfill the service requirements of our clients (e.g. turnaround times, material consumption, scrap rate, multiple repair rate) • All interactions between local repair service partners, local customer organizations and centralized functions such as supply chain management, technical repair management, carrier operator and retailer interactions and operations controlling. • Definition of goals, strategies and objectives; execution of defined improvement measures and regular performance reviews, including root cause identification and effective resolution to prevent recurrence. • Planning, controlling, coordinating and monitoring all service functions in your region, e.g. logistics and repairs • Developing customer-specific service schemes in co-operation the customer and suppliers Network EMEA and counterparts within the B2X organization and controlling their local implementation • Creation and provision of regular status and KPI reports to customers and regional VP / operations team • Effectively drive implementation of new processes and procedure. • Escalation of performance and/or quality problems to the regional operations team with proposed solutions and actions. • Responsibility for service organization development (e.g. repair & logistics partner network), operational processes considering local regulations and customer requirements.

🎯 Requirements

• University degree in a Master/Bachelor of Science Program or a comparable commercial education combined with a minimum of 5+ years of successful working experience in Service operations • Excellent knowledge of after sales processes is essential ideally with experience of e-mobility products and or IOT devices, having worked for OEM, carrier, operator or repair service provider. • Proven ability and skills to identify the real root cause of operational issues and drive improvements • Training in continuous improvement tools and processes such as DMAIC, Six Sigma, lean. • Fluent in English verbal and written German speaking a nice to have but not mandatory • Proven ability to define and document complex processes to ensure all stakeholders have a clear understanding of what is expected and how to act. • Proven ability to develop and foster key business relationships • Skilled at developing strategies and plans that support continuous process improvement • Results oriented with a proven ability to effectively manage multiple diverse tasks and assignments of varying complexity while under time constraints • Solid influencing, collaboration and creative problem solving skills to meet the diverse needs of business stakeholders • Aptitude for working with minimal direction while effectively responding to emerging issues and opportunities • Ability to remain flexible and adaptable to company’s culture and constant evolution • High degree of initiative • Excellent organizational and self-management skills cross-cultural communication skills and willingness to work in virtual teams ideally with experience of working with Chinese customers

🏖️ Benefits

• A versatile area of responsibility with which you are at the pulse of the company with the opportunity to influence crucial decisions • A flexible inclusive working environment • A multi-cultural operating company • An open-minded, positive and motivated environment with flat hierarchies and short decision paths • The ability to work independently and responsibly and contribute your talents • Colleagues which are more than happy to welcome you