Service manager / responsabile tecnico

•	Ensure the Warranty expenditure is accurately monitored through regular control and reporting
•	Ensure that claims are approved in compliance with GM Policy
•	Directly manage out of Line situations to promptly address any emerging issue
•	Identify and agree with Central team plans to control Warranty expenditure
•	Manage the activities of the Warranty Support Team & Parts assistance Centre, ensuring defined service level is offered to the Dealer network
•	Supervise Administrative & Rebilling activities of the Services to the Network
•	Coordinate End-of-Life Vehicles activities in compliance with European Directive
•	Coordinate resources in charge to maintain Warranty system and adjust Dealer labour Rate
•	Warranty Manual regular update 

Technical & Quality Supervisor (Customer Care & Aftersales – Opel & Chevrolet)
Ensure Authorized Repairers network Aftersales services (technical assistance, special tools) and supervise the quality Field Action execution and completion with following task:
•	Supervise the Technical Assistance Centre Team in order to support to the Authorized Repairers network 
•	Provide to the Authorized Repairers network all the technical information (bulletin and service instructions) necessary to assist the Opel & Chevrolet vehicles
•	Supervise & support the resource in charge to handle the quality campaigns, monitor the performance to ensure that KPI are in line with the assigned target.
•	Directly handle most critical cases such as Product Liability or Safety issue, ensuring that proper escalation is done according to the specific processes. Provide technical advice for litigations or delicate Customer cases
•	Support Central Team by defining the tools basket for local market and keep the special tools timely available to the Authorized Repairers network
•	Support technical training content definition
•	Supervise Chevrolet Homologation activities

Ensure Authorized Repairers network Aftersales services (technical assistance, special tools) and supervise the quality Field Action execution and completion with following task:
•	Supervise the Technical Assistance Centre Team in order to support to the Authorized Repairers network 
•	Provide to the Authorized Repairers network all the technical information (bulletin and service instructions) necessary to assist the Chevrolet vehicles
•	Supervise & support the resource in charge to handle the quality campaigns, monitor the performance to ensure that KPI are in line with the assigned target
•	Directly handle most critical cases such as Product Liability or Safety issue, ensuring that proper escalation is done according to the specific processes in place. Provide technical advice for litigations or delicate Customer cases
•	Support Central Team by defining the tools basket for local market and keep the special tools timely available to the Authorized Repairers network

•	Acting as the interface between the Importers/Dealers and internal organisation in the International Region and the European and Latin American After-Sales organisations.
•	Analysis of technical concerns & offering of corrective actions/ solutions to the Importers and Area Service Managers, specific the designated Products (Tractors, Telehandlers & Utility Vehicles)
•	Prioritise the Regional issues for those Products using ASIST, GWR (Global Warranty Reporting), and other sources. Escalate issues through the Current Product Management process
•	Provide answers/resolutions to technical questions (through ASIST, phone, Memo, fax)
•	Visit the field to investigate specific concerns, to understand the local requirements, to promote the Brand image and to boost customer satisfaction and loyalty
•	Periodically attend global technical conferences to get up-to-date with the latest technical issues.
•	Give presentation of the major technical issues to Importers / Dealers
•	Support the Region by assisting in After Sales / commercial meetings, being the product technical representative.
•	Interactions with the internal departments mainly in Europe and Latin America (Product Support, Product Behaviour, Platform, Engineering, Production, Logistics, Parts, Warranty & Training)
•	Recognise concerns, gather supporting information, consolidate and escalate to the factory. Chase relevant and timely responses / solutions. 
•	Identify, launch and monitor campaigns in conjunction with Spare Parts and Warranty, initiating any follow up actions to ensure timely completion.

•	Field Technical Support to Ford dealers for cars and commercial vehicles
•	Periodical Technical Training to dealer technicians
•	Quality Control of the Ford dealers After-Sales activities (warranty & assistance)
•	Dealer Network development
•	Fire & Accident reporting
•	Ford Technical consultant in Litigations

•	Remote Technical Support to Ford dealer
•	Product concerns monitoring and reportage to manufactory
•	Parts replacement Pre-Approval
•	Contact with suppliers 
•	Compiling daily stats related to technical helpdesk

Dept. Aftersales – Brands Opel & Chevrolet

Duties and responsibilities:
•	Responsibility of the Warranty area and Assistance Team supervision
•	Responsibility of Aftersales Technical Support and Assistance Team supervision
•	Technical Services / Information / Tools deployment and coordination
•	Recall Campaign and Quality Field Action coordination
•	Parts Assistance Team supervision
•	Support technical training content definition
•	Technical Service Budget Control
•	End-of-Life Vehicles activities coordination

Finale grade: 110/110
Experimental Thesis concerning INTERNAL COMBUSTION ENGINE (Prof. G. Chiatti):
“Analysis of unsteady performances in vehicle radiators”;