HEAD OF SERVICE EXCELLENCE, NAM

at Danfoss Drives in Loves Park, Illinois, United States

Job Description

HEAD OF SERVICE EXCELLENCE, NAM

Requisition ID:
 
 38585

Job Location(s):
Loves Park, IL, US

Job Description

Danfoss is seeking a hands-on, flexible candidate to join our team. You will work in a team-oriented environment and will have exposure to many different processes and tasks.

Job Responsibilities

Responsibilities for this position include, but are not limited to, the following.

Responsible for ensuring that Service processes and systems are aligned with Danfoss's objectives and values, resulting in world-class service delivery to our customers.

Maintain a comprehensive knowledge base of service processes, standards, and training materials to ensure consistent and effective service delivery.

Identify system and process issues and suggest improvements for better performance.

Analyze service performance metrics, identify areas for enhancement, and propose changes.

Create key performance indicators (KPIs), dashboards, and reports illustrating performance to enhance visibility into process efficiency and effectiveness.

Lead initiatives to enhance governance, compliance, and operations in the Digital and Lifecycle division, NAM.

Collaborate with diverse teams to align service processes with company goals, communicating roadmaps and action plans

Develop engaging onboarding training for the Service team.

Continuously refine training resources like instructor-led sessions, e-learning modules, and job aids based on updated SOPs.

Support service teams in implementing and adhering to processes, providing guidance for improved performance.

Ensure customer satisfaction, meeting internal and external benchmarks for service excellence.

Ensure customer satisfaction and delivery of service excellence, ensuring KPl's are met.

Background & Skills

At Danfoss, we believe that a diverse and inclusive workplace fosters creativity, innovation, and a broader perspective in decision-making. When you consider this job posting, do you feel like your profile is not a perfect match? Numerous studies have found that women and people of color are more likely to apply only when they meet all requirements listed in the job posting. Even if you do not check all the boxes, we encourage you to apply anyway. We are curious to find out how you can bring new insights to the role or to Danfoss as an organization.
The ideal candidate possesses these skills.

Bachelor's degree in Engineering (Electrical/Mechanical) or Business.

5 years' experience in After Sales or Customer Service, including E-Business (e.g., E-Commerce, EDI, LCI, customer portals), project management, and SAP/Salesforce/Service Cloud.

3years' experience with Supply Chain and Logistics processes including SAP S4/Hana/ONE ERP.

Experience may be concurrent.

Employee Benefits

We are excited to offer you the following benefits with your employment:
Bonus system
Paid vacation
Flexible working hours
Pension plan
Personal insurance
Communication package
Opportunity to join Employee Resource Groups
State of the art virtual work environment
Employee Referral Program

This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.

Danfoss - Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.
Following our founder's mindset "action speaks louder than words", we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.

Danfoss is an EO employer and VEVRAA Federal Contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected category.