CYS - Customer Service Manager - POF
// Role Summary
Leonardo SpA is seeking a Customer Service Manager for its Cyber & Security Solutions division in Milan Nerviano. This role involves leading and managing a team, ensuring operational efficiency, and maintaining high service standards.
// Key Responsibilities
- Coordinate and manage direct reports, including workload planning and on-call scheduling.
- Supervise individual and team performance, focusing on service quality and customer needs.
- Analyze departmental data to generate reports, identify operational criticalities, and propose improvements.
- Ensure compliance with company procedures, quality standards, and health & safety regulations.
- Requires a Bachelor's or Master's degree in Engineering or a related technical diploma, with at least 5 years of experience in radio networks.
- Strong technical knowledge of LDO products and systems, coupled with excellent leadership and communication skills.
// Role Specification
About Leonardo SpA
Leonardo SpA is a leading global industrial group in Aerospace, Defence, and Security, renowned for its multi-domain technological capabilities in Helicopters, Aircraft, Aerostructures, Electronics, Cyber Security, and Space. With over 60,000 employees worldwide, the company maintains a robust industrial presence in Italy, the United Kingdom, Poland, and the United States, operating in 150 countries through subsidiaries, joint ventures, and partnerships. Leonardo is a key player in major strategic global programs and a technological and industrial partner to governments, defense administrations, institutions, and businesses.
Role: Customer Service Manager
Within the Cyber & Security Solutions Area, we are looking for a Customer Service Manager for our Milan Nerviano office. This position is permanent and offers a hybrid working model.
Key Responsibilities:
- Coordinate and manage direct reports by assigning operational tasks, planning workloads, and organizing on-call schedules to ensure service continuity and operational efficiency.
- Supervise individual and team performance through monitoring, support, and evaluation activities, with a focus on service quality and the effective management of internal and external customer needs.
- Analyze and monitor departmental activity data, preparing periodic reports to control workloads per resource and project, identify operational criticalities, and define corrective actions and continuous improvement areas to support decision-making and performance optimization.
- Ensure adherence to company procedures, quality standards, and current health and safety regulations, promoting operational best practices and ensuring process compliance with company objectives and regulatory requirements.
Requirements:
- Education: Bachelor's or Master's degree in Engineering; Diploma as an electronics, electrical, or telecommunications technician.
- Seniority: Senior/Master level, with at least 5 years of experience in the radio networks sector.
- Technical Skills: Solid technical knowledge of LDO products and systems, proficiency in customer assistance processes, troubleshooting methodologies, and operational dynamics related to service and technical support management.
- Management Skills: Consolidated ability to coordinate and manage a workgroup, with a talent for activity planning, team motivation, priority management, and achieving operational goals within deadlines and company quality standards.
- Interpersonal Skills: Strong relational and communication skills for managing relationships with internal and external clients, focused on listening, problem-solving, and maintaining effective, collaborative professional relationships.
- Analytical Skills: Ability to analyze economic data, performance indicators, and departmental KPIs to monitor activity progress, identify areas for improvement, and support the achievement of company goals through data-driven decisions.
- IT Skills: Knowledge of main operating systems like Windows, proficiency in creating and organizing files and folders using programs like Microsoft Word; intermediate knowledge of Excel and main Office packages.
Behavioral Competencies:
- Leadership & Empathy: Ability to inspire and motivate collaborators, understanding their needs and valuing individual strengths. Capacity to plan activities and distribute workloads based on individual skills, fostering autonomy.
- Conflict Management: Competence in mediating divergences within the team and promoting a collaborative and serene work environment.
Additional Information:
- Availability for travel, primarily within national territory.
- Commitment to employee involvement, skill development, well-being, and safety are core to our company culture. We strive to foster an inclusive and stimulating work environment, actively promoting principles of inclusion, equity, and diversity.
What We Offer:
- Reference collective labor agreement: CCNL for Private Mechanical Engineering and Plant Installation Industry.
- Work Modality: Hybrid.
- Contract Category: Employee.
- Contract Type: Permanent.
- 13th-month salary.
- Performance-based bonuses tied to Business results.
- Welfare vouchers worth €250 annually.
- Company canteen.
- Opportunities for continuous training and professional development, including soft skills.
- Well-being: We prioritize the economic, physical, social, and psychological well-being of our people, offering solutions tailored to their needs.
The company reserves the right to make evaluations regarding the level of classification and the economic proposal based on objective criteria identified during the selection process, in line with the candidate's seniority and the position, respecting fairness, transparency, and equal opportunities.
Application Process:
Submit your CV within three weeks of the job announcement. Candidates will be evaluated based on CV alignment. Selected candidates will undergo an initial HR interview (motivational and aptitude-based), followed by an in-depth technical interview with the Business. Feedback will be provided regardless of the outcome.