SERVICE LEADER

Ariston Group is a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for hot water, space heating and air treatment, as well as components and burners. Listed on Euronext Milan since November 2021, in 2023 the Group reported almost 3.1-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 29 production sites and 29 research and development centers. The Group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems. The Group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity systems. The Group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Chaffoteaux, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.

Responsibilities:

• Review, analyse and maintain CRM data accuracy and integrity 
• Identify and resolve data inconsistencies, generating reports on service trends and KPIs
• Develop and implement strategies to improve CRM workflows and align with departmental goals
• Monitor warranty claims and service orders to ensure compliance with company policies
• Support inventory management, ensuring consistent quality and customer satisfaction 
• Address escalated customer complaints and implement preventative measures
• Guide daily team activities to meet quality and process standards 
• Mentor team members, providing technical support and fostering collaboration 
• Encourage professional development and maintain team motivation
• Serve as the point of contact for escalated issues from service centres and customers 
• Strengthen relationships with service centres, retailers and customers
• Assist the Parts and Service Manager in service network monitoring and expansion 
• Analyse market trends, recommend process improvements and identify sales opportunities for spare parts and services

Requirements:

• Bachelor’s degree or diploma in Business Administration, Customer Service, or a related technical field
• Certifications or training in CRM systems and leadership development
• Minimum of 2 years in plumbing, construction, or a related technical industry
• At least 5 years in after-sales or customer service environments
• Proven leadership experience in team management and process improvement
• Familiarity with warranty processing or technical support is preferred
• Proficiency in CRM systems and data management
• Strong analytical, problem-solving, and reporting skills
• Exceptional communication and interpersonal abilities
• Strong organizational and time-management capabilities
   

We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.