Inserat online seit: 9 Juli
Aufgaben der Stelle
Inkcups is a leading global manufacturer and supplier of Inkjet and pad printing solutions, laser plate making, inks and printing consumables. We deliver excellent customer service on a global scale. Our goal is to grow our European market presence and to shape our industry’s future. We are a subsidiary of an American multi-national corporation with a flat reporting structure and plenty of passion.
To strengthen our European service team, we are looking for a Service Manager Europe.
Duties and Responsibilities:
Lead and grow the European Service Team of Field Service Engineers and Remote Support Engineers in line with the European Growth Plan.Define and implement profitable service business across all Inkcups Europe territories (European core regions, European expansion, and MEA [Middle East and Africa]); leading to full “Service P&L” responsibility.Work closely with Sales Management to grow service revenues at existing customers.Strategic planning of field, remote, and local manufacturing resources in close cooperation with Back Office Administration.Single Point of Contact (SPOC) for technical escalations; liaison between Europe and HQ: Service, Product Management, Engineering, Manufacturing.Project Management for complex installations and system integrations.Visits to customers and prospects independently and with sales as well as serviceMember of European Leadership Team Weekly Service Meetings (remote & field updates) Monthly KPI/Scorecard Reporting Monthly financial forecasts Customer Satisfaction surveys: create, deploy, analyse, action Maintaining expertise on the digital products to be among the highest points of technical escalation within the Service team.Managing the Field & remote Technician calendar, and Field & Remote Service Reports generated in support of customer invoicing.Effectively dispatch field service technicians to service calls, considering factors such as technician expertise, location, and customer urgency.Optimize scheduling and route planning to maximize technician efficiency and minimize travel time.Maintain open communication with technicians in the field to provide real-time updates on service requests and changes in schedule.Ensure that technicians consistently update their service case notes in Salesforce to maintain accurate and up-to-date customer information and problem solutionsMaintain consistent and rapid service invoicing process for field as well as remote interventionsDocumenting and driving improvement on the Service KPIs (Key Performance Indicators) including but not limited to: Case rates/machine/month. Case resolution time. Case parts usage. Call rates/machine/month. Call rate travel time, labor time, and parts usage. Case and call rates by customer. Case/call closure rates per engineer per month. Tracking the machine field configuration/upgrade status (software and hardware). Align with Sales on the route and activities to be performed including PMs, service, customer demonstrations, and the associated technician’s schedules Developing executive-level monthly summaries for the top-tier digital accounts.Reviewing the Service and customer documentation releases and ensuring that customers and field staff are aware of and have access to these documents.Qualifications:
Bachelor’s degree or equivalent vocational training in a related field,Experience in leading field support service teams in the printing industry.Experience with inkjet printing or similar equipment in a print production environment.Ability to mentor and develop teams.Competency in IT operations, systems, and development at the enterprise level.Excellent communication, customer service and interpersonal skills.Highly self-motivated, self-directed, and attentive to detail.Strong leadership and project management skills.Solid analytical and problem-solving skills such as Six Sigma and/or Lean tools.Desire to travel.A valid driver’s license with a safe driving record.A valid passport.Requirements:
1 week per month at our European office in Freudenberg1-2 key customer visit(s) per month, either alone or alongside sales/service to promote customer satisfaction and comradery among the service organization
