Title: Installation Quality Specialist (Delivery Success Specialist)

Department: Order Fullfilment & Logistics

MAIN RESPONSIBILITIES

To coordinate big projects with all the departments related(CS&LOG, Sales, Mkt, After Sales, Master Trainings, 3PL, External suppliers & Finance) from tender negotiation until the project handover/cash collection To address all the inquiries from the customers to the related departments in order to provide the best customer experience for our customers. Grant an adequate installation competences coverage of our installation network (3Pls, After Sales Tech) through e-learning platform certification, training classes and on the job; Verify the cascading of D&I Guidelines and Protocols across the network. (ie: fixing requirement, etc.) Responsible to monitor any feedback from the market (NPS, FFM, Snagging) to identify failure on delivery and installation processes; propose solution to identified problems, also escalating to HQ Quality and Logistics Department Perform quality Auditing on installation to verify that Technogym D&I protocols are duly respected by logistic partners Responsible to monitor the correct use and adoption of Technogym Installation Form Perform Audit to verify that product requiring fixing are duly installed; Responsible to verify that logistic partners are compliant to HSE requirements and contractual obligation on required certifications Responsible of Snagging Process management: Work order analysis, root cause identification and problem-solving activities Cost allocation Prepare and share with CM and HQ periodical reporting to monitor Quality D&I Kpis

KEY TECH SKILLS

Technical product knowledge (after sales background) Analytical skills Proficient use of Microsoft excel Lean/Total Quality PDCA Methodology Technology Savvy and familiar with most used ERP/CRM Tools Project management Problem solving capabilities Technical product background (after sales business recommended) Communication skills

ROLE’S KPI

QUALITY

Snaggingorders% (D&I) R100% (D&I failure) E-learning training course completion rate/Skillmatrix coverage % or returned order for D&I issues NPS improvement

ECONOMICS

Cost for Snagging intervention reduction Overdue reduction To avoid penalties from B2B customers

TIMING

• Snagging work order lead time (D&I related)