Service Manager

Job Description

Delivering a world-class Service to ELGA North America customers is paramount for the development of our fast growing Business Unit in the United States and Canada. Inherently driven by Customer Satisfaction, this key role is about 

• Managing the Service activities, whose mission is to provide First Class installation, commissioning, troubleshooting, preventative maintenance services to ELGA customers,

• Strengthening our operations using all Group available tools (LATIS, Skywater, ServiceMax to come, etc. ),

• Continuing to develop the Service network to reduce the size of the geographical mesh (direct hiring and external partners), and 

• Standardizing our Service offerings. 

The Job main functions can be summarized as follows:

• Managing and coaching the ELGA Service Team including the Service Engineers, Area Coordinators, and Technical Support team.

• Managing the Third Party Service Providers network:

  • Put in place and ensure a ELGA Certification of TPSP, to be checked and renewed in time. 

  • Get quotes, approve, request PO to Purchasing Manager, approve invoice into LATIS.

  • Responsible for proposing, planning and delivering technical training to all external partners

• Quoting and validating: 

  • Service Team is in charge of preparing on Skywater (the Group CRM) and issuing quotes to customers for all repair works, and PMA renewals

  • Validate all PMA quotes issued by the Sales and Service teams using Skywater.

• Leading the RMA process and being in charge of warranty claims. Both responsibilities are delegated to Tech Support which is responsible for approving customers’ warranty claims, and for getting ELGA Platform’s warranty approval. 

• Managing the laboratory in Woodridge, ensuring that updated units are shown, fit for training purposes, in a 100% Health & Safety compliant environment.

• Providing leadership to the Service Department. Service Manager will be expected to manage and/or implement the following strategies :

  • Establish a true culture of Customer Satisfaction demonstrated by KPI trends;

  • Use of Skywater as the internal CRM to exchange all information related to customers throughout the teams;

  • Responsible for maintaining a high level of professionalism while working to establish a positive rapport with customers, sales representatives and office colleagues;

• Taking ownership of policies, procedures and associated documents which affect the ELGA NA Operations

DUTIES AND RESPONSIBILITIES (technical, managerial, financial, safety, quality)

• Technical:

  • Ensure the ELGA product lines Service technical knowledge by the Service team.

  • Scheduling: with the growing team, the Service Manager is expected to continuously improve the structuring of its operations, including the scheduling of the site activities, to ensure that site service engineers are provided with the right information, equipment and tools for them to deliver the best service and image to our customers. As part of his responsibilities, the Service Manager will put in place the right scheduling tool to coordinate the team activity to customers’ sites.

The Service Manager will Integrate in the Service Operations, the use of new tools facilitating the planning, customers interaction, billing , etc. with Service Max soon to be rolled out in the Americas

• Ensure that all service activities are billed in due time by reporting the updated open fee line report on a monthly basis, and right before month end, to Customer Service.

• Ensure that all used tools are calibrated and proactively monitor the tools provided to TPSP and customers by using a monitoring platform. 

• Lead  the Validation and Requalification process

• Responsible for Van Stocks management and inventory accuracy 

• Roll out when available Hub grade for ELGA in North America

• Develop PM standard packages to be integrated in ELGA portfolio to ease the quoting process by the Sales team. 

• Managerial:

  • Develop and implement best practices across the Service Team enabling the realization of the overall business objectives.

  • Identify the KPI's which support the strategic objectives then track progress and monitor corrective actions.

  • Responsible for the key service operations including reporting of KPI's

  • Ensure that all Service engineers complete their daily book

  • Ensure that all Service engineers complete, communicate and save on Skywater their Field Service Report as well as any relevant Accounts information 

• Leadership:

  • Develop a high performing team by being a coach for direct report, that develops a customer focused operational culture, that delivers continuous improvement and world class customer service demonstrated by KPI trends

  • Develop and implement appropriate training and plans for all staff to enable them to have the skills required for their jobs

  • Ensure strong communication between teams which facilitates exchange of information in order to implement change, improvements and focus on process KPI's

  • Working closely with the Service and Warehouse teams to improve efficiency and communication to deliver a world class service to our customers

• Safety

  • Make sure that all Health and Safety rules are followed and respected within the Service operations, including the operation of the laboratory in Woodridge.

  • Ensure that the function operates in accordance with any health, safety and environmental policies and procedures to ensure the safety and well being of staff and visitors

• Quality

  • Uphold and maintain Elga NA ISO quality and environmental standards within the areas of responsibility

  • Review environmental strategies that impact on future ways of operating and ensure implementation where possible

Qualifications

• Demonstrated use of leadership and management skills to optimize team performance and development

• Excellent communication and relationship management skills with the ability to engage, influence and negotiate with key internal and external stakeholders including senior management and customers.

• Excellent analytical and problem solving abilities  Results orientated with ability to plan and deliver against deadlines 

• Self motivated, conscientious and organised and able to work well under pressure and tight deadlines.

• Bachelors Degree or extensive experience in lieu of a degree.