5 publicaciones de empleo destacadas de customer service representative en madrid, md (¡Están contratando!)

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Performance and repair manager

Giesecke+Devrient -
Madrid, Madrid provincia

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Detalles del empleo

Contrato indefinido | Jornada completa
Hace 8 días

Cualificaciones

CRM software
Power BI
Microsoft Excel
SAP CRM
Sistemas ERP
Inglés
Gestión del rendimiento
SQL
Habilidades de análisis
Portugués
SAP ERP
Alemán

Descripción completa del empleo

G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D.

The whole world trusts us when it comes to physical or digital currencies. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry. As the market leader in advanced currency management, would you like to join us in shaping the future of payments?

We are now looking for a highly analytical and operationally driven profile to join our team as a Local Business Performance & Repair Manager (EU-LATAM), responsible for driving end-to-end operational performance, repair excellence, and service transparency across the region.Your Purpose as Local Business Performance & Repair Manager, you will act as the regional representative within the global Technical Performance and Repair networks, connecting local execution with global performance objectives.You will ensure that service and repair operations across EU–LATAM and its subsidiaries are fully aligned with global targets, governance standards, and customer commitments. Through structured performance management, data-driven decision-making, and continuous improvement, you will ensure transparency of results and enable effective communication of KPIs, targets, and expectations across regional and global networks.You will also drive corrective and preventive actions in close collaboration with local delivery teams, customers, IT, service owners, and global stakeholders, ensuring cost-efficient and reliable service delivery.Key Responsibilities

Drive and oversee end-to-end operational performance across Service Backbone Operations, including Spare Parts Management, Repair Services, Order Management, Hardware Product Quality, Adaptation on Demand, and general service operations.
Monitor and analyze KPIs, SLAs, OLAs, backlog levels, quality metrics, and operational performance to identify risks, trends, and improvement opportunities.
Ensure timely communication and cascading of KPIs, targets, and performance expectations across regional entities, subsidiaries, and global performance networks.Act as the primary interface between the EU–LATAM region and Global Performance Management, representing the region in global performance forums and governance structures.
Lead and coordinate performance reviews across Service Backbone Operations, ensuring alignment with global standards and business priorities.Define, coordinate, and follow up corrective and preventive actions (CAPA) in collaboration with service owners, delivery teams, IT, and support functions.
Drive the implementation and continuous improvement of standardized reporting solutions based on SAP and regional ERP systems.Consolidate regional initiatives, risks, and improvement topics, ensuring visibility, prioritization, and alignment with global objectives.
Ensure adherence to customer commitments and service performance expectations through proactive monitoring and escalation management.Support cost-efficient service delivery by identifying operational inefficiencies and driving continuous improvement initiatives.
Lead repair operations governance, including backlog prioritization, scheduling, escalation management, and repair quality control.Drive optimization of repair turnaround time from initial customer incident to final resolution.
Ensure repair processes, instructions, infrastructure, and capabilities are aligned with global standards and local operational needs.Manage spare parts availability, inventory levels, and refurbished stock to ensure operational continuity.
Coordinate with internal teams and third-party providers to ensure service quality, compliance, and performance delivery.Provide accurate and structured reporting of repair and service performance across the region.

Your Profile

Several years of experience in Service Operations, Performance Management, Operational Excellence, or Data Analytics in complex, international environments.
Experience in repair operations, spare parts management, inventory control, order management, or field service environments is highly desirable
Proven ability to: Analyze end-to-end operational processes and service performanceDefine, monitor, and improve KPIs, SLAs, and operational metrics
Drive corrective and preventive actions in matrix organizationsManage cross-functional stakeholders across regional and global environments
Strong understanding of SAP ECC, CRM systems, and ERP-based operational processes
Advanced analytical skills with strong proficiency in Excel and experience with Power BI or similar reporting tools.Knowledge of SQL or data querying tools is an advantage.Strong communication, coordination, and stakeholder management skills, with the ability to operate in multicultural environments
Structured, pragmatic, and improvement-driven mindset with strong ownership
Fluent Business English (additional languages such as German or Portuguese are a plus)
Willingness to travel internationally within the EU–LATAM region and flexibility to support meetings across different time zones, including South America

A strategic regional role with visibility across Europe and Latin America
The opportunity to shape service performance, repair excellence, and operational efficiency in a global organization.Direct impact on end-to-end service delivery, customer satisfaction, and operational cost efficiency
Close collaboration with global teams, service owners, IT, and senior stakeholders
A culture of innovation and tradition – backed by more than 170 years of experience
Flat hierarchies, flexibility, and a team driven by purpose and global vision.Flexible working arrangements, including hybrid model and remote working options
Working hours: 08:30–17:30, with flexibility to support occasional meetings aligned with South American time zones
Professional development opportunities within a global SecurityTech organization

Learn more about G+D Explore what makes G+D unique – check out this video:Giesecke+Devrient – We make the lives of billions of people more securePrivacy NoticeThe personal data you provide will be processed to manage your application in accordance with the GDPR and our Privacy Policy, available at Data Privacy | G+D

A look behind the scenes

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HR Team Spain

[email protected]

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Job Details

Job Title
Performance and repair manager

Business Sector
Giesecke+Devrient Currency Technology Iberia
C/ Verano nº15
PI Las Monjas

Requisition ID
27343
Location
- Madrid, ES
Career level
Experienced and Graduates

Job Type
Fulltime, Permanent
Contact
HR Team Spain
[email protected]

We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation.

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