Market and customer expectations are changing quickly. Customers expect an excellent service (experience) with their top heat pumps, air-conditioning or any other HVAC equipment. Supporting LG Europe in this shift towards being a total solution provider, is what lies at the heart of our service solution department. To further shape, develop and maintain LG Service business, we are looking for a European Service Product and Quality Manager in Germany to join the Europe Headquarter of LG Electronics within the Service Solution department.
This is a multi-faceted business function in collaboration with internal stakeholders within the European Team and local subsidiaries in over 14 countries. Our Europe Headquarter is located in Eschborn Germany, but through our sales and service network we have an extensive presence throughout Europe. In this role, you will be the key between our local organizations across Europe and the HQ in Eschborn and Seoul to ensure we are delivering proactive, professional and efficient services to all clients and partners. You will help service and sales organizations in driving the growth by developing the needed service products and offers and challenging these where needed. Beside the product development you will ensure with your quality activities that we meet our customer promise and quality targets. You will become the expert for HVAC Service Product Offer and Quality management. Position: Department: Location: [EHQ] ES EU Service Product & Quality Manager HVAC (m/f/d) LGEEHA.Europe HR Eschborn Your responsibilities
• Develop service businesses to sell value added services (Service Solutions, Standards) within our HVAC sector (residential and commercial)
• Support with defined SVC products/offers to increase European Service Business turnover acc. yearly planned KPI
• Analysis SVC Biz models as-is status country by country hand in hand with EU Subsidiaries to identify growth potential and customer journey, follow up the necessary actions to the changes implemented
• Conduct a yearly SVC Biz plan together with HQ and Subsidiaries and report the achieved results regularly
• Support whole EU SVC Team to achieve the defined SVC Biz targets by including new innovative proposals and solutions
• Identification and support in the acquisition of Commercial SVC Biz opportunities
• Support to organize, realize and attend dedicated Service Events
• Contribute to define, based on analytics, a SVC Quality and Infrastructure strategy as well of implementation and deep follow up
• Organization and support of internal Service audits and workshops as well as coordination and implementation of countermeasures
• Analysis of feedback and complaints to continuously improve our service offer Your qualifications
• Experienced in developing and setting up service or product offers on European level and their successful marketing and sales implementation in Europe (B2B as B2C)
• Experienced in Service and Quality Management
• Between 5 and 7 years of relevant professional experience within project management, business development, product management or related fields in a B2B environment
• Master/Diploma/Academic degree in the field of economics, business administration, international management, industrial engineering, supply and environmental technology engineering or comparable discipline
• Strong verbal and written communication in English. Comfortable with presenting complex topics
• Strong customer and problem-solving mindset with a “can-do” or ‘service-solution-provider’ execution attitude
• Open and flexible entrepreneurial hands-on mindset with the will to create and execute
• Analytical skills combined with Change Management experience and a willing mindset for change
• Enjoy operating independently, while remaining connected to your team and several internal stakeholders
• Located in the EU Headquarter in Eschborn and a willingness to travel on regular base within European countries