What we offer:

Baoli EMEA is a member company of Germany’s KION Group AG, one of the worldwide biggest suppliers for intralogistical trucks and service as well as automation and supply chain solutions. Baoli EMEA provides affordable forklift trucks, warehouse equipment and spare parts via a Sales & Service network to customers mainly in Europe, the Middle East and Africa.

In this growing market segment Baoli EMEA is currently enhancing it’s central After Sales and Technical Support team in Lainate, Italy. Our goal is to provide the best in class After Sales Services to our network partners. Therefore, we are looking for a Head of Service & Business Operations. In this position you manage the central Baoli After Sales team and are hands-on responsible for the After Sales and Product Support across EMEA. You will collaborate with other central management functions on defining and implementing strategic measures to improve the After Sales performance towards dealers and customers in EMEA.

We are a growing team in which you will have a real impact on customer satisfaction, the chance to implement your ideas, to personally grow and to jointly shape the future of Baoli EMEA.

Please note: In this position you will work in English, as our network partners are located all around Europe, Middle East and Africa.

Your general responsibilities:

• You manage the Service & After Sales business of Baoli EMEA:
  • Steering all After Sales related processes & operational activities together with your team (see detailed insights below)
  • Fostering our relations with internal as well as our external dealer network
  • Taking care to commercially grow the after sales business in EMEA
  • Defining and implementing strategic measures to professionalize our product support
• You lead a team of 5 direct and additional dotted line reports
• You manage budget and personnel planning
• You measure and steer the operational and financial KPIs and take actions accordingly

Details about your area responsibilities in Baoli EMEA Service & After Sales:

Dealer relationship management in EMEA

• Nurture our diverse and growing dealer network in all regards of After Sales support
• Ensure the proper quality and quantity of provided support, guidance, and ensuring compliance with company standards and service protocols
• Gather feedback and drive necessary changes to make Baolis product support and after sales offering a competitive advantage in the EMEA market

Parts support and business development

• Ensure proper parts identification and parts order processes for our dealer network
• Work closely with our KION factories in China as well as central functions to improve our parts business support level and maximizing our after sales business
• Define and track of parts performance towards S&S (Sales & Service) network in collaboration with our KION parts warehouse
• Define Baoli EMEA parts and software pricing and establish necessary price adjustments

Technical support, trainings & documents

• Ensure a proper remote and on-site support (on 1st and 2nd level)
• Make sure trainings for dealers are planned and performed, so they are well-versed in the latest truck models, service techniques, and best practices
• Collaborate with factory on creation and publication of technical documentation and information
• Plan, execute and track technical field campaigns

Product launches, warranty & quality feedback

• Collaborate with Product Management, Production and Sales departments on launching and developing new products, safeguarding Service requirements are matched
• Ensure the proper technical execution of Baoli PDI (Pre-delivery inspection) in Europe
• Overlook warranty procedures and performance
• Gather and provide structural feedback on quality issues towards the KION factory in China

Strategic development of After Sales performance  

• Analyse data from the field. Steer KPIs, share insights and define short- and long-term measures to professionalize and grow the business
• Oversee the integration and utilization of technology, such as remote monitoring systems or diagnostic tools, to streamline service operations and enhance efficiency

Team and budget management

• Manage, empower and enable your team members
• Communicate and demonstrate how to deliver excellent product support
• Drive change initiatives, implementing new service processes, and communicate to ensure seamless adoption within the dealer network
• Manage budgets across different regions, optimize costs, and ensure effective resource allocation for service operations within each territory

Tasks and Qualifications:

Your qualifications:

• Experience in managing after sales operations. Preferrable in multiple countries, understanding regional regulations, and adapting service processes
• Profound experience in After Sales & Service business models, products and operations
• A good technical know-how regarding forklifts and/or similar products
• Experience in collaborating and developing a centralized dealer network
• Familiarity in defining, communicating and executing strategic projects
• Experience in leading employees disciplinary as well as functional
• Ability to collaborate on a corporate level with other senior managers

• Organized, solution driven as well as pragmatic and pro-active mindset
• Ability to challenge the status quo and continuously strive for improvements
• Active, self-starting approach with a can-do attitude
• Strong communication & facilitation skills
• Fluent in written and spoken English

What we offer:

• A company with future: Baoli EMEA is a growing company in a very dynamic business field, as part of German KION Group we are building up a solid base for long-term success 
• A job which allows you to have a real impact: As part of a comparable small business unit within KION Group, you have the chance to implement your ideas to improve the Baoli processes and business model
• Our basics: Possibilities for regular remote work, attractive compensations & employee benefits, chances to learn new professional skills, a cantina with company subsidized prices, an open and friendly working environment