Service Team Manager – North France
il y a 5 jours
Position: Service Team Manager – North France
Organization: Reliability Services Europe
Reports to: Regional Service Manager France
Summary of the role:
This role is responsible for leading the day-to-day activities of a team of professional service technicians who deliver best-in-class service to our customers and end users. As a key resource to their direct reports, the Service Team Manager should be a leader with strong technical knowledge and aptitude.
This position drives income within their region by providing proactive service offerings (such as through maintenance agreements) as well as identifying opportunities to improve customers' operations (such as conversions and equipment upgrades). This individual will need to develop strong, professional relationships with both internal and external customers, ensuring teams are solving problems effectively and efficiently.
A key challenge will be determining opportunities and developing plans to ensuring geographic coverage and continuing to be responsive to customer demands.
The Service Team Manager will be responsible for driving KPI performance on items such as customer satisfaction, first time fix ratios, responsiveness, percentage of billable hours, and revenue.
Key accountabilities include:
- Working with Regional Sales Managers to develop business plans and provide sales forecasts for the geographic territory
- Directly managing a team of Field Service Technicians, ensuring a culture of accountability
- Driving understanding and awareness of Reliability Services and the capabilities; ensuring team understands the value Packaging Plus offerings provide to customers
- Ensuring strong rollout of new service offerings as developed
- Working with other service leaders to manage operational processes for both effectiveness and consistency to drive more uniformity of practices across the full European team
- Developing the skills and knowledge of team members; ensuring technicians are properly cross training to expand their knowledge of the full range of E&T equipment
- · Measuring performance against key KPIs, such as customer satisfaction, service utilization, revenue realization, and service segment income
- · Increasing revenue and segment income for the region by not only ensuring quality service calls, but also through the sale of maintenance agreements, product conversions/retrofits, and other proactive services
- Managing budgets and controlling operating expenses to ensure strong financial performance
- Creating a high performing team of field technicians; responsible for developing team members
- Consult and cooperate with sales teams both within E&T and across the regional platforms to resolve issues, as well as identify and assist with closing new business opportunities
Position qualifications:
- Degree required in engineering, commercial business or sales; or correspondent professional career track / experience
- Prior experience of managing teams is a plus
- Knowledge of a significant portion of the Signode equipment portfolio, including understanding the value propositions of that equipment
- Extensive, practical knowledge of mechanical, pneumatic, electrical, and hydraulic systems
- Able to interpret technical information, such as blueprints and CAD layouts, as well as interpret business data and financial information
- Strong written and verbal communication; able to build relationships at all levels
- Sense of urgency; has a bias for action and a desire to identify and address areas for improvement
- Professional English writing and speaking skills required
- Native level French language
- High level of travel required within the country(ies)
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