Bobst GroupApply nowThe position is responsible for the end to end service business in the country. Manages the local sales and operations, leads and develops the people in the organization. Focuses on customer loyalty and NPS. Is a member of the local Management Team and the extended BU Service Leadership team in the Bobst Service Center
Position Summary
In the country: The position leads the country Service organization, manages and develops people. Implements standard service sales and delivery processes and tools. Responsible for customer experience development and NPS. Delivers on financial and non-financial targets and monitors performance. Supports market- and customer research activities.
In the region: Assure the role of an industry technical specialist and support the other regional entities when necessary and critical. To do (main responsibilities)
Service
Contact existing customers on a regular basis, through visits or telephone contact, within the objectives set and with regards to ongoing projects. Be aware of machine down situation. Provide key support and consultation to individual customers regarding company products and services. Responsible that marketing campaigns as set on a global level are executed in the markets.
Service Sales
Executes business planning and forecasting and create service sales go-to-market strategy for the service navigator products to achieve sales targets as set on a regional level.
Set clear personal sales objectives for his team and himself.
Service Sales management
Management of service sales: funnel, leads prospects, quotations, sales orders, follow-up etc. Manage and monitor service sales budget and profitability. Invoice control and DSO.
Pricing & Discount
Ensure that prices and discount schemes are maintained by RSM.
Contract management
Develop, maintain and implement processes to ensure machines and attached service contracts are correct administered in the CRM system.
L1 support
Develop, manage and maintain call management and entitlement and identify opportunities to improve the customer experience in first customer contact. Service administration: job closing, invoicing, installed base maintenance, time & material quotation and follow up, etc
To do (main responsibilities)
L2 support
Develop, manage and maintain helpdesk, remote service and remote monitoring activities and escalations from L1 to L2 and L2 to a field service technician by providing rules for escalations.
Knowledge Management
Manage and maintain knowledge in knowledge databases and manage required competencies to deliver services and if required develop training programs.
Competitor activity and contacts within the Industry
Collect competitive information on other field service and spare parts suppliers.
Network with none competitor suppliers to gain market intelligence. Share information cautiously.
Service Logistics
Manage part order management and fulfillment functions in the country.
Operational KPI and improvement
Report Monthly his activity and essential KPI’s dashboard to BSC head.
Regional technical specialist – second hat
Support his other colleagues in the zone with his technical expertise either on Corrugating/ Folding carton or Flexible material. Act as a regional TSM/Flying doctor when complex cases arise at customer.
Key Daily Tasks
• Direct ongoing operations activities and serve as final authority for all personnel and Customer Service operations decisions in the region. Escalade to BSC head if necessary.
• Leads organisation and people: performance appraisal, development programs to deliver services
• Leads RSM’s and acts himself as a sales mentor.
• Review improvement projects
• Visit customers of country and the zone.
• Direct ongoing operations activities and serve as final authority for all personnel and Customer Service operations decisions in the region. Escalade to BSC head if necessary.
• Leads organisation and people: performance appraisal, development programs to deliver services
• Leads RSM’s and acts himself as a sales mentor.
• Review improvement projects
• Visit customers of country and the zone. To know (critical skills) & To show (personal attributes)
Customer focus
Problem identification and solution provider
Ability to have a holistic view on the organization
Business orientation & sales skills
Customer orientation
Clear and concise communication
People leadership skill to make people betterEnglish and all other language is an asset
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