Service Manager

- Office:

o Supervise the day-to-day operations on the After-Sales business.

o Establish tasks priorities for the Service team according to business plan.

o Maintain business relationship with current clients.

o Develop or capture new business opportunities to extend After-Sales portfolio and turnover.

o Monitor and ensure turnover and gross margins are respected.

o Communicate clearly with clients, partners & suppliers.

o Provide strong technical support & back-up to the Service team of technicians & engineers.

o Ensure projects follow-up by frequent communication with clients, partners and suppliers (both locally and overseas).

o Support the Service team with after-sales projects when necessary:

 RFQs / tenders

 Technical analysis & clarifications

 Technical & Commercial offers

 Pricing & Ts&Cs negotiation

 Resources planning

 Service Reports & technical memos

 Invoicing

o Provide on-line technical assistance to clients (phone, WhatsApp & emails).

o Maintain After-Sales projects documentation and folders up-to-date.

o Conduct Service team’s regular performance reviews and define objectives.

- On-Site:

o Able to coordinate on-site jobs independently with clients and a team of Service Engineers & Workers (if required).

o Perform on-site troubleshooting and analyze issues (symptoms, root-causes, tests, solutions).

o Liaise with manufacturers in Europe to resolve clients’ issue.

o Prepare on-site operations, define and write site jobs procedures.

o Participate in Site Acceptance Tests with clients, partners and suppliers (if required).

Skills

-Technical & Commercial offers

- Project management

- Microsoft Office (Word, Excel, Outlook, PowerPoint)

- Maintenance (MRO)

- Mechanical Engineering

- P&ID, hydraulic & wiring diagrams understanding

- Troubleshooting, technical analysis

- On-site coordination

- Technical Support

- Clear communication

- Client satisfaction

- Interpersonal skills

- Multi-cultural openmindedness

- Team player

- Solutions finding

- Analytical thinking

- Responsiveness

- Adaptability