Service Manager

The Service Manager, reporting to the Operations Manager, will be responsible for managing and optimizing the short medium and long-term strategy of the national and international after-sales service for machinery and systems installed at customers.

RESPONSIBILITY

The Service Manger will take care of:

• organizing and managing the after-sales cost/revenue centre;
• coordinating the team of resources dedicated to the technical assistance service (remotely and on-site) guaranteeing high customer service standards as well as 27/7 and worldwide coverage of the service;
• developing the service network nationally and internationally by adopting all the technologies necessary to improve quality, responsiveness and costs in resolving service requests;
• pursuing a business development logic of value-added services;
• ensuring the synchronized management of the availability of the technical intervention force and of spare parts;
• monitoring and purchasing the stock of spare parts necessary to carry out the technical assistance activities of the machinery installed at customers’ premises;
• organizing the sales offer aiming at achieving the sales targets by selling contracts and after-sales services guaranteeing adequate margins;
• drawing up periodic reports and detailed technical reports for mapping service interventions;

making the service business more efficient by driving the processes digitalization

• Degree in Engineering Management, Electrical or Mechanical Engineering
• At least 3 years of experience in the role in medium-large manufacturing companies producing machines and industrial equipment, in which an external assistance network is used for service.
• Experience in the role in service companies is a plus
• Proven experience and knowledge of lean service and preventive and predictive maintenance processes and technologies.
• Sales skills
• Business development skills
• Customer and result oriented  
• Leadership and authority skills
• Organizational and problem-solving skills
• Flexibility to change
• Excellent knowledge of the MS Office package, specially of Excel and PowerPoint
• Excellent knowledge of ERP systems
• Excellent knowledge of English language; the knowledge of a third language is a plus
• Available for national and international business trips