We are seeking a highly experienced and visionary Global Director of After-Sales Service to lead and transform our global service organization for highly engineered electronic solutions. The ideal candidate will be based in a central European location and will oversee a complex, multinational service network, ensuring seamless collaboration between repair centers, inventories, plants, and engineering teams. This role is critical in driving service excellence, improving customer satisfaction, fostering customer loyalty, and reducing repeat failures while maximizing revenue from after-sales operations.
Key Responsibilities
1. Strategic Leadership
1. Develop and implement a global after-sales service strategy aligned with company objectives.
2. Lead the transformation of the service organization into a customer-focused, revenue-generating function.
3. Foster collaboration between regional service centers, engineering teams, and manufacturing plants.
4. Identify opportunities for growth and service improvement in global aftersales markets.
2. Operational Excellence
5. Standardize service processes, workflows, and tools across all global repair centers.
6. Drive operational efficiency to reduce repair cycle times, costs and improve service response and profitability.
7. Establish KPIs to monitor and improve service performance and customer satisfaction.
8. Use data-driven insights to help Engineering identify areas of improvement in product design.
3. Customer Experience
9. Be champion and develop and implement initiatives to improve customer satisfaction and loyalty.
10. Actively address customer concerns and enhance the voice of the customer within the organization.
11. Ensure timely resolution of service issues and reduction of repeat failures.
4. Inventory & Supply Chain Management
12. Optimize inventory management across all service centers to reduce costs and improve parts availability.
13. Collaborate with procurement and supply chain teams to ensure seamless inventory flow.
5. Revenue Growth
14. Identify and implement new revenue opportunities within after-sales services, such as service contracts, extended warranties, and spare parts sales.
15. Monitor financial performance and ensure profitability of service operations.
6. Team Leadership
16. Build and develop a high-performing, customer-oriented global service team.
17. Provide mentorship, training, and support to regional service leaders.
18. Promote a culture of continuous improvement and innovation.
7. Financial Management:
19. Develop and manage the global aftersales budget.
20. Drive revenue generation through upselling aftersales services and products.
21. Analyze financial performance and implement corrective actions as needed.
8. Collaboration and Stakeholder Management:
22. Work closely with regional managers, supply chain teams, and product development to enhance service offerings.
23. Build strong relationships with key partners, distributors, and customers.
9. Report to management [ADD]
24. Prepare regular reports for leadership.
25. Develop and implement crisis management protocols to handle customer escalations and challenging situations effectively.
Qualifications and Experience
26. Educational Background: Bachelor’s degree in Engineering, Business Administration, or a related field; MBA or equivalent is highly desirable.
27. Industry Experience: Minimum of 10 years of experience in after-sales service management, preferably in industrial, electronic, or RF products industries.
28. Leadership Experience: Proven track record of leading and transforming global service organizations.
29. Technical Expertise: Strong understanding of compliance testing, RF technologies, and high-power amplifier systems.
30. Customer Focus: Demonstrated ability to improve customer experience and address complex service challenges.
31. Analytical Skills: Proficiency in using data analytics to drive service improvements and decision-making.
32. Language Skills: Fluency in English is required; additional European languages are a strong asset.
33. Location Flexibility: Ability to travel globally to oversee operations and engage with key stakeholders.
Key Competencies
34. Exceptional leadership and communication skills.
35. Strong problem-solving and decision-making abilities.
36. Customer-centric mindset with a focus on delivering results.
37. Ability to work effectively in a multicultural, matrixed environment.
38. Expertise in change management and organizational transformation.
What We Offer
39. A strategic leadership role within a globally recognized organization.
40. Opportunity to shape and influence the future of our global after-sales service operations.
41. Competitive compensation package and benefits.
42. Dynamic and international work environment.