This position ensures day-to-day service and/or support delivery (e.g. support service, implementation service, hardware, licenses) to Agfa customers and/or the Agfa organization. The Service Manager is responsible for managing the relevant Service department by monitoring costs, revenues, and employees, as well as third-party utilization and providing forecasts on related figures, as well as team staffing, escalation management, up-selling, and developing skills concurrently with sold products and the need of the market. He/she gives the lead to field service engineers and application specialists in a sub-region.
FOCUS ON DIRECT CUSTOMER CONTACT / ESCALATIONS / PEOPLE MANAGEMENT / COUNTRY or REGION to achieve sales and margins, guarantee increasing customer satisfaction and be in line with HQ KPIs (financial and operational).
Major Accountabilities:
Steer resources (employees, third-party engineers and/or dealers and/or stock) and operational service and/or support business.
Manage order book (revenues and costs) to meet margin targets.
Provide forecasts of costs, revenues, and employee utilization.
Hire new staff.
Create teamwork within the SO / Region.
Supervise the execution of customer contracts in terms of profitability and quality and take corrective actions.
Drive up-selling of products (e.g. services, licenses, etc.); Upselling initiatives.
Supervise escalation processes, issue problems, and provide expert examination, analysis, and communication of complex Services issues.
Develop skills concurrently with sold products and the needs of the market and manage a team that is fully active in appropriate knowledge-transferring communities.
Manage safe and ethical performance considering business principles and regulatory affairs (operational).
Implement Service strategies and execute tasks and programs.
Education:
Degree: Administration, business management, engineering.
Languages: English is mandatory / Spanish is a plus.
Experience:
Implementation of strategy/tactics.
Service business management, Cost management and P&L.
Sales in Service Business, Go to market approach.
Minimum 10 years of relevant service/business experience, and maintenance activities of radiology equipment. Desirable previous knowledge of the Latin American market.
A broad view of processes and tools.
Specific skills:
Knowledge of the radiology market of the region, selling maintenance contracts to end customers and also to dealers.
Strong execution through teams.
Available for travel over the region (25 - 50% of the time).
Analytic skills and strong in communication.
Customer service skills, including the demonstrated ability to work constructively with both internal and external groups. Strong interpersonal skills, including the proven ability to network in a global environment, and build relationships with geographically remote personnel. Ability to understand overall business needs.
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