JOB DESCRIPTION
Major Areas of Responsibility:
The Service Manager is responsible for A°) managing in coordination with the Machine Key account manager, the sales and execution of machines upgrades when needed, B°) handling a team of highly skilled service engineers and technicians. He/she is as well responsible for enhancing the quality of services that are being provided to the customers. He/she conducts a thorough research to understand the exact needs of the customers. He/she makes sure that the work is delegated properly so that efficient services and commercial support are being rendered to the end customer.
Primary Objectives:
Key responsibilities that need to be handled by a field service engineer and aftermarket manager are:
- develop & maintain business plans regarding after sales in close cooperation with the Sales Managers
- To be responsible of data for AM Service (order intake and revenue forecast) and growth over the years.
- To lead a service team
- initiate and implement Marketing & Sales campaigns for Service.
- provide presentations and sales training's to internal staff
- reviews service performance to budget and initiates corrective actions plans
- To develop and deliver in-house training for the employees regarding the service procedures and the company's policies and procedures
- To supervise the overall functioning, especially of the servicing functions of the organization, and should be able to propose as well as negotiate service, upgrade contracts
- To design strategies and ensure that all the day-to-day services have been controlled and that all the clients' needs have been tackled successfully
- To make recommendations and design policies and rules that will reduce the costs and improve the efficiency of the service department
- To be actively involved in the hiring and training of the new employees and to schedule the training sessions accordingly
- To work along with the team members and to evaluate their performance on field
- liaison officer for parts related (long term) issues
- Report to the AM Manager.
Works in collaboration with the sales and AM manager and the human resource department to implement progressive performance actions. He/she takes feedback from the customers and reports it to the AM manager and provides details regarding whether the client’s expectations have been met or not. He/she motivates the staff members to deliver excellent services to the clients. He/she makes sure that all the clients issues have been addressed in a timely manner and that all the issues have been resolved.
Skills and Abilities:
The Service Manager should have excellent people management, leadership skills and entrepreneur mindset. He/she should have excellent time management and organization skills. He/she should be able to work under stressful work conditions and should have good problem-solving ability. He/she should have good multi-tasking ability with excellent written and oral communication skills. He/she should be able to identify problems and provide good solutions for the same. He/she should also have a flexible attitude and should be willing to travel at any given point of time.
They need to work both, inside the office and in the field as well. He/she may have varying work schedule and may need to travel long distances. His/her work may be physically hectic as well.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
Work Location: Multiple Locations