Provide leadership for best-in-class service organization with focus on operational excellence,
customer experience, revenue, and GM increases.
Responsibilities
Owning and managing local Service P&L - full responsibility for revenue and costs
Analyse P&L on a monthly base and take immediate actions if required - aligned with Service Operations Lead
Leadership of Local Service Organization
Communicate results and central expectations regularly to local Service Team
Analyse operational KPI's on monthly base and take imitate actions if needed - discussed in monthly review
Managing Customer Relationship
Managing Subcontractors (pricing, SLA’s, capacity, qualification and EHS)
Implement and follow Commercial and Operational Principles
Analyse Key Account Data (sales and margin per customer/contract) and take corrective actions if required
Re-adjust pricing of local contracts/labour-rates according to inflation/cost increases
Developing Service Business
Attract, hire, train and develop field technicians - with the support of HR, service specialists and CO2OLacademy
Revisit standard processes (Certification L1 - L3) to ensure their efficiency and adjust them if required
Execute central initiatives and follow CCR strategy
Participate on central organized reviews/calls - be prepared and propose corrective actions if required
Claim and Dispute management
Qualifications
Fully understand the P&L structure (from revenue to costs and absorption)
Know how to influence the P&L with operational KPI's with specific actions
Deep knowledge about all Service KPIs, understand how they interconnect and how to influence them
Understand all Service standard processes
Business Judgement - understanding the market situation, customer segment, sales potential, and competition
Understand customer needs and provide expected services - aligned with financial targets
Deliver positive results in the agreed timeframe
Drive change by leading with example, demanding results and create a winning culture
Pro-actively take actions to improve local performance and share best-practices
Expert in teamwork - creating a productive, positive, and inspiring environment
Strong communication and leadership skills
Time Management – any activity must be performed in respect of the given timeframe - persistent, focused on targets/results, flexible, working independently and in teams
customer and service orientated - as well as a high degree of initiative and resilience
English language - advanced
Technical Education , General Management - leadership