Service Management

Job Description

Management of in-house and field technicians and the administrative service team.

Key Responsibilities:
• Ensure adherence to company service guidelines and philosophy;
• Define the annual service sales budget and the resources required to achieve targets agreed upon with leadership;
• Determine pricing for the service department;
• Manage the service team (in-house technicians, field technicians, administrative assistants, and contract sales staff) and oversee quality;
• Plan and provide appropriate training for the service team (technicians and administrative staff) to enable them to perform their duties effectively;
• Interview, hire, and train new employees;
• Ensure the team has the appropriate tools to carry out their work;
• Accompany field technicians on service visits;
• Plan and implement the service structure needed to meet the requirements of all product lines;
• Ensure compliance with service department policies and procedures in accordance with corporate safety and quality standards and ISO 17025 requirements;
• Manage the sale of preventive maintenance contracts and ensure the delivery of sold services;
• Oversee inventory and manage parts used by technicians during service operations;
• Increase customer satisfaction regarding service calls (especially in cases of negative feedback);
• Ensure the achievement of department metrics (orders, revenue, case time, customer satisfaction);
• Act as a liaison between application, manufacturing, sales, and marketing teams.

Qualifications

• Bachelor’s degree.
• Postgraduate degree – preferably an MBA in Business Management;
• Fluency in English.
• Proficiency in the Microsoft Office Suite.
• Knowledge of SAP ERP.
• Minimum of 3 years of experience in a leadership role.