Service Team Manager
il y a 3 semaines
Job Summary:
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.
Key Responsibilities:
- Drive income within the region by providing proactive service offerings and identifying opportunities to improve customers' operations.
- Develop strong, professional relationships with both internal and external customers, ensuring teams are solving problems effectively and efficiently.
- Determine opportunities and develop plans to ensure geographic coverage and continue to be responsive to customer demands.
- Drive KPI performance on items such as customer satisfaction, first time fix ratios, responsiveness, percentage of billable hours, and revenue.
- Work with Regional Sales Managers to develop business plans and provide sales forecasts for the geographic territory.
- Directly manage a team of Field Service Technicians, ensuring a culture of accountability.
- Drive understanding and awareness of Reliability Services and the capabilities, ensuring team understands the value Packaging Plus offerings provide to customers.
- Ensure strong rollout of new service offerings as developed.
- Work with other service leaders to manage operational processes for both effectiveness and consistency to drive more uniformity of practices across the full European team.
- Develop 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.
- Measure performance against key KPIs, such as customer satisfaction, service utilization, revenue realization, and service segment income.
- Increase revenue and segment income for the region by ensuring quality service calls, as well as through the sale of maintenance agreements, product conversions/retrofits, and other proactive services.
- Manage budgets and control operating expenses to ensure strong financial performance.
- Create 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.
Requirements:
- 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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