Title: Installation Quality Specialist (Delivery Success Specialist)

Department: Order Fullfilment & Logistics

MAIN RESPONSIBILITIES

• To coordinate big projects with all the departments related(CS&LOG, Sales, Mkt, After Sales, Master Trainings, 3PL, External suppliers & Finance) from tender negotiation until the project handover/cash collection
• To address all the inquiries from the customers to the related departments in order to provide the best customer experience for our customers.
• Grant an adequate installation competences coverage of our installation network (3Pls, After Sales Tech) through e-learning platform certification, training classes and on the job; Verify the cascading of D&I Guidelines and Protocols across the network. (ie: fixing requirement, etc.)
• Responsible to monitor any feedback from the market (NPS, FFM, Snagging) to identify failure on delivery and installation processes; propose solution to identified problems, also escalating to HQ Quality and Logistics Department
• Perform quality Auditing on installation to verify that Technogym D&I protocols are duly respected by logistic partners
• Responsible to monitor the correct use and adoption of Technogym Installation Form
• Perform Audit to verify that product requiring fixing are duly installed;
• Responsible to verify that logistic partners are compliant to HSE requirements and contractual obligation on required certifications
• Responsible of Snagging Process management: Work order analysis, root cause identification and problem-solving activities
• Cost allocation
• Prepare and share with CM and HQ periodical reporting to monitor Quality D&I Kpis

KEY TECH SKILLS

• Technical product knowledge (after sales background)
• Analytical skills
• Proficient use of Microsoft excel
• Lean/Total Quality PDCA Methodology
• Technology Savvy and familiar with most used ERP/CRM Tools
• Project management
• Problem solving capabilities
• Technical product background (after sales business recommended)
• Communication skills

ROLE’S KPI

QUALITY

• Snaggingorders% (D&I)
• R100% (D&I failure)
• E-learning training course completion rate/Skillmatrix coverage
• % or returned order for D&I issues
• NPS improvement

ECONOMICS

• Cost for Snagging intervention reduction
• Overdue reduction
• To avoid penalties from B2B customers

TIMING

• Snagging work order lead time (D&I related)