As pioneers and global leader, Hiab is ambitious to write forward our success story, inspiring and shaping our industry. The world in which we operate with our class-leading products, intelligent services and innovative digital solutions is constantly changing.
Purpose of the position
Manage and support the Warranty coordination and lead the Warranty support team in the CX Scope, also act as a go to person and expert solution provider. Deliver target KPIs to agreed timescale and budget. Drive improvements and harmonise & standardise CX processes within the CSC’s activities to create one standard way of working.
Main tasks and responsibilities
Key accountabilities:
Responsible for daily operations including claim processing & settlement of cases Manage and support a team of coordinators. First escalation point, responsible for suggesting resolution Develop and maintain best practice of the Function/Team processes (improvement drive) Monitor and boost employee engagement in the managed team
The Function/Team:
Maintain control of work and manage KPI data Give feedback to Warranty managers in CSCs Propose action plans Overview the process flows and documentation incl. responsibility for the accuracy of the SOP Involvement in operational workload: (60%)
Operational Excellence:
Identify process harmonisation possibilities in related scope Ensure quality standards and improvement targets are met and maintained by the team Promote culture of continuous improvement and ownership
Personnel / People:
Lead the operational initiatives Promote Code of Conduct standards and health & safety regulations
Customer focus:
Ensure a professional customer-oriented function both externally and internally Take an active part in cooperation with Hiab Technical Teams, Global Warranty representatives, Front Line Units, other Business Functions and ensure proper process executionWhat you’ll need to succeed
Experience:
Relevant experience in the defined Function Experience in process mapping, harmonisation and improvement roadmap Data analytics tools SAP system knowledge would be preferable but is not essential
Competencies:
Ability to work independently Have experience in managing or supervising a team - preferably in an administrative environment Team player, comfortable with working under pressure and with multiple stakeholders Fluency in both written and spoken English and second language B2 level is preferred Ability to drive and execute change Self-starter & Self-motivated, proactive Ability to analytical thinking, ability to draw conclusions, structured way of working, data driven Good sense for detailsYou will be part of
We offer you a position in a global organisation where you are challenged with interesting and diverse tasks. These tasks will provide a great opportunity for you to grow professionally.
Interested to join?
If you are excited about this opportunity, please submit your application.
Hiab (Nasdaq Helsinki: HIAB) is a leading provider of smart and sustainable on road load-handling solutions, committed to delivering the best customer experience every day with the most engaged people and partners. Hiab's premium equipment includes HIAB, EFFER and ARGOS loader cranes, MOFFETT and PRINCETON truck mounted forklifts, LOGLIFT forestry cranes, JONSERED recycling cranes, MULTILIFT skiploaders and hooklifts, GALFAB roll-off cable hoists, ZEPRO, DEL and WALTCO tail lifts, and the service brand HIPERFORM, a comprehensive suite of smart solutions that help maximise the life-cycle value of Hiab’s equipment.
As the industry pioneer, Hiab continues to make on road load-handling smarter, safer and more sustainable to build a better tomorrow. Globally, Hiab is represented on every continent through its extensive network of 3,000 own and partner sales and service locations, enabling delivery to over 100 countries. The company's continuing operations sales in 2024 totalled approximately EUR 1.6 billion and it employs over 4,000 people. www.hiabgroup.com