Service Business System Manager- Thermo King EMEA

At Trane Technologies® we Challenge Possible. Our brands – including Trane® and Thermo King®  - create access to cooling and comfort in buildings and homes, transport and protect food and perishables, connect customers to elevated performance with less environmental impact, dramatically reduce energy demands and carbon emissions, and innovate with a better world in mind. We boldly challenge what’s possible for a sustainable world.

Job Summary：

The Thermo King EMEA Service Business System Manager will facilitate existing service contracting business activities while playing a key role in development of future service solutions.

The role will develop and implement the new ThermoKare Service Platform, ensuring integration to other relevant systems, tools and processes in alignment with TK EMEA vision and growth plans.

 Responsibilities:

• Define an overall service system strategy that will enable flexible services & solutions offerings, while ensuring exemplary customer experience
• Identify key business & system requirements to transform current service systems into an innovative system solution that will become a key differentiator for our internal and external stakeholders.
• Engage with dealers, end customers and functional stakeholders (Sales, Product Management, IT, Finance…) to ensure AOP and strategic business goal achievement.
• Identify opportunities to integrate the TK service systems with other business/customer systems (Tavant, Oracle, OBI) and drive integration efforts
• Subject Matter Expert for current service management systems (iKare), with ability to define business system requirements (testing and execution of changes) to adapt and improve current tools to new service initiatives.
• Continuously improve TK service processes or propose improvement solutions based on customer needs and issues.
• Manage system change request pipeline in order to support new product & service development needs.
• Be proficient in all aspects of service contracts management processes including back-office activities for processing the service contracts.
• Provide operational support to TK EMEA service team, dealers and customers in the administration of the service contracts. 
• Leverage data analytics systems to provide account and technical managers with key commercial and technical information
• Ensure alignment and synergies with our Parts and Connected Solutions teams
• Drive customer experience strategy improvements for TK EMEA Services

Your profile / Qualifications:

• You have at least 5 experience in Operations and/or Business System Management, in areas such as: repair and maintenance, data analytics, business systems, customer service role in fleet or lease management for organizations operating in sectors like automotive, agricultural, construction, on/off-road machinery.
• You have a proven track record in managing projects, including analysis of complex data, translation into business improvement strategies and into actionable plans, execution, and reporting.
• You have experience in managing change; you are able to anticipate and overcome resistance; you are driven by results.
• You have excellent administrative & communication skills and are well organized.
• You are able to build and maintain relationships at all levels in and outside the organization, and to leverage these for adding value to the business; you have ability to gain trust and respect from stakeholders internal and external.
• You have proven communication and influencing skills; ability to communicate with both technical and non-technical team members at all levels. You are fluent in written and spoken English.
• Systems:
  • Alteryx, Tableau and Microsoft Project Expertise is beneficial; Oracle and Salesforce experience in a global environment a plus
  • Oracle experience in a global environment is beneficial
• Ability to travel up to 20%, ability to work in hybrid set up – to be agreed.

We offer competitive compensation and comprehensive benefits and programs that help our employees thrive in both their professional and personal lives. We are proud of our winning culture which is inclusive and respectful at its core. We share passion for serving customers, caring for others, and boldly challenging what’s possible for a sustainable world.

We are committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.