Service Operations Manager

Service Operations Manager, FRANCE

Title: Service Operation Manager

Superior: Service Manager

Subordinates: Workshop foremen, Service Admin, Service Planner

Working closely together with: Service Management team, Sales team, other functions locally, central services

 

Purpose of the position:

The position is responsible for assigned service operations within designated in France. The scope of the responsibility include generating service value for key accounts, existing customers and throughout indirect service channels with dealer/service-networks running of owned service workshops. Service Operations manager develops and drives services with focus on workshop development and secures the execution of the route to market and pricing strategy in line with Hiab’s and country’s overall strategy. Focus in the future will be also in innovative service solutions (ProCare maintenance contracts, connectivity) and service sales - manage by the Service Director. Close co-operation with sales is required to boost the new equipment sales thanks to the service quality.

 

Scope of responsibilities:

Efficiently manage service workshops and warehouses in France to reach set financial, operational and HSE targets, as well as manage and follow-up on 3rd party service workshops in France

Drive the development and execution of the service business strategy (including business plan and budget) within France in line with MED overall market strategy and in coordination with the business units within Hiab for the Workshops in charge;

Manage customer relations and customer understanding as well as understanding of competition in the assigned markets;

Manage customer satisfaction, implementation of new service solutions and improvement of workshop efficiency

Collaborate with sales and dealer management to coordinate and support service related sales (e.g. installations, service contracts) in France;

Manage day to day work of team, establish clear and concrete individuals targets and follow up; lead and develop talents and ensure retention of key persons; organize the team to work effective and support in building our corporate culture;

Participate and have a main role in the development of new Workshops in France in different location. Geographical implementation

 

Key accountabilities

Ensure corporate strategies, processes and tools are implemented internally and in the work towards customers;

 

 

     

 

 

 

 

 

 

 

 

 

 

 

2 (3)

 

Measured by service business P&L, workshop and warehouse operational excellence, and customer satisfaction in assigned markets

Work as a team with colleagues in sales and services to develop and execute value added services and solutions to existing and new potential customers.

Propose plans to improve service performance by developing and implementing KPIs for workshops, through reviews of current performance and recommendations for improvements

Liaise frequently with service network and contract management to create, maintain and verify maintenance plans. Make sure all contracts and business agreements are maintained and efficiently effected.

Ensure that relevant policies and regulations are applied in workshops aligned (e.g. HSE)

Oversees and provides operational framework as well as guidance based on service strategy. Accountable for budget and policy recommendations and implementation.

Lead, direct, evaluate and develop a team of service employees to ensure performance against the agreed service standards.

 

Job requirements

Suitable educational background on technical and commercial subjects

At least 5 years of experience of service business management especially running workshops in the similar industry including operational service management experience

Proven track record of successful development and leadership in service business (processes, new ways of working, tools and systems)

Innovative and customer focused: seeks providing solutions for our customers by co-operating closely with customers,

Understanding of load handling business and service business

Proven ability to drive service business

Strong business mind-set with financial skills, knows and understand numbers;

Service management skills including competence in field service efficiency.

Development of additional sales within a workshop

Optimization of the organization of Workshops (5S, etc.), HSE understanding

Technical skills and product knowledge;

System understanding (SAP) and implementation of new field service systems/tools and processes in the past is beneficial

Strong leadership capabilities and skills in how to develop the team and team members into high performers

Results and achievement driven, able to make the decisions based on facts

Good interpersonal and leadership skills; ability to build long term relationships

Ability to drive and execute change; hand on

Independent way of working and still engaging team and people

Ability to work in an international business environment in a matrix organisation;

Frequent travel mainly in France

Fluent in English

 

 

     

 

 

 

 

 

 

 

 

 

 

 

3 (3)

 

 

Working together with

Customers

Own team

Other business units in Hiab

 

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