Service Manager
The Waste Transformers
- Velsen, Noord-Holland
- Vast
- Voltijds
- Manage all aspects of our Service Department: people, installations, performance, spare parts, suppliers, etc.
- Establish and manage Remote Service Monitoring System (RSM)
- Coordinate third party (channel partners, distributors, etc.) maintenance activities and organizations, in line with The Waste Transformers' (TWT) service programs and interests
- Ensure high maintenance standards and customer satisfaction
- Contribute to the overall P&L by turning Service into a center of profit.
- Develop and execute service strategies, policies and procedures in coordination with the other functions, especially Sales and Tech
- Focus the attention on TWT Remote Service Monitoring System (RSM) as a primary part of the Service Dept. and a strategic weapon of the company
- Analyse and optimize service delivery processes considering a dispersed installed base and the presence of third parties as service providers
- Grow and lead the Service team: technicians, remote service operators, field managers, service area managers, etc.
- Manage service people: training, professional development, staffing, shifts of work, etc.
- Coordinate third party Service Departments: end customers, channel partners, distributors, possible service providers, etc.
- Ensure a high performance management of the installed plants, through the Remote System and on-site activities
- Monitor and improve the service metrics key performance indicators related to the efficiency/effectiveness of service, customer satisfaction, service profitability, people management, etc.
- Develop and control a service budget with the aim to create a substantial center of profit and excellence
- Ensure compliance with H&S procedures and maintenance regulations and standards in the different markets
- Analyse service data and guarantee a continuous improvement in terms of data management
- Monitor and resolve service bottlenecks, internal and external at TWT
- Cooperate with all the other TWT functions (Sales, Engineering, Manufacturing, Procurement, etc.) to grow the company in a harmonious way
- Create and manage a spare part warehouse
- Define alert mechanisms to activate the most effective and rapid systems to minimize downtimes and blocks of TWT plants
- Address customer complaints and resolve issues related to contractual liabilities
- At least 2 years as head of a service organization in an industry similar to TWT: containerized plants, complex energy products, industrial solutions, durable goods, etc.
- At least 5 years as service technician
- Strong leadership, problem solving and communication skills
- An economic mind in order to contribute to TWT profitability
- Ability to work in an international environment
- Excellent English
- A good salary to match your experience
- 24 vacation days a year
- Fun company drinks and outings
- Annual bonus
- Option to work 32, 36 or 40 hours/week.