Job description
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)
This job post has been translated by AI and may contain minor differences or errors.
