Portugal Service Manager

Job Posting Title

Portugal Service Manager

The challenge

The Country Service Manager is responsible for overseeing After Sales operations, ensuring strong performance in revenue generation, warranty repair management, customer satisfaction, and contact center effectiveness. This role drives the development of service-related revenues, including spare parts, extended warranties, and professional consumables, while managing service budgeting and financial performance. The position provides strategic direction and leadership for the Customer Service and Spare Parts functions, supporting overall business objectives and strengthening brand loyalty.

What you will do

Responsibilities

• Manage After Sales P&L: Service Operating Profit, Sales Revenues, and Sales Margin

• Control Unit Intervention Warranty and total warranty costs

• Lead service commercial development

• Ensure achievement of KPIs: service levels, customer satisfaction, contact center (where applicable), and service quality

• Oversee Defective Product Returns (PEX)

• Drive and manage contact center operations for the assigned market

Activities

• Define and operate field service support setup at country level

• Organize and maintain the After Sales service network

• Review and monitor network performance and KPIs; develop action plans

• Grow spare parts, extended warranties, consumables, and other service revenues in professional channels

• Scout and develop new business opportunities (e.g. extended warranty, repair services)

• Ensure proper warranty execution and controls in line with local legislation

• Monitor Call Center performance per Haier/Candy guidelines and KPIs

• Analyze monthly revenues and costs

• Maintain customer satisfaction in line with company standards

• Coordinate local service staff

• Supervise parts supply chain and collaborate with distributors

• Manage audits, authorization, and procedures for defective product exchange

• Classify and manage returned/damaged products for resale (if applicable)

• Provide technical support to the service network with Haier/Candy Hoover Service Quality

• Support local Finished Goods teams with technical and pre-sales issues

• Collaborate with corporate and service quality teams for technical data, defect analysis, part collection, IQC, EWS, and inspections

• Lead reporting and budgeting for service activities

What you need to succeed

Education: Degree in Engineering or Economics

Must have

• Strong business acumen with proven ability in change management, high computer literacy, advanced problem-solving, and project management skills.

• Solid operational focuses on cost leadership, customer quality, innovation, and margin realization.

• Experience in creating and implementing Haier/Candy’s service strategy, inspiring teams through company values, building high-performing teams, and driving measurable results.

• High-level skills in customer interaction, direct sales, team and field management, quality control and improvement, negotiation, and cost control.

Professional Experience

• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Access)

• Minimum 3 years’ experience in managing teams

• Proven experience in cross-functional and international project management

• Strong analytical and business understanding

Languages: Fluent in English

Haier Europe is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.