Department: Service - Service Management

Location: Spain/Madrid

Description

The Service Director is accountable for the delivery of service to our customers and the profitability of that service. The position is responsible for building and sustaining relationships with strategic partners and customers in addition to the given day to day general management challenges. The position will require frequent travel within region, and occasional travel beyond the region is expected. This position recognises the need for a high calibre business professional to drive the business forward.

The role has full functional accountability for all aspects of customer service performance.

Key Responsibilities

• Consistent achievement of customer service performance targets
• Productivity of the service organisation
• Management of the Repair Centre organisation in Turkey
• Management of the hardware and software service teams within the Distribution team
• Organisation of the service business to meet customer and market requirements
• Optimisation of the core business processes to ensure continuous customer satisfaction
• Commercial development of the service business Strategy and action plans to increase market penetration and to enhance market position
• Working with the Sales and Marketing team to develop and exploit new business opportunities
• Spares and logistics function including warehousing and distribution activities and working capital (spares stock)
• Repair services
• International projects in support of the global customer service strategy
• Service P&L performance
• Budget accountability
  
  

Experience

Skills, Knowledge & Expertise

• Service business management essential. Possibly background in office equipment, medical, IT service or multi-vendor service
• Experience of high level business-to-business relationship management
• Leadership and team building experience
• Proven track record in an equivalent sized organisation
• Sales and marketing experience preferred
  
  

Qualifications

• Business degree (desirable)
  
  

Required Skills And Competencies

• Fluent in English (essential) and another language (desirable)
• A strategic thinker
• Pragmatic
• Excellent communication skills
• Able to work confidently in a small close knit management team, with the respect of peers
• Creative and flexible thinker
• Good negotiation skills
• Self-assertive