As a Service Manager you ensure day-to-day service and / or support delivery (e.g. support service, implementation service, hardware, licenses) to Agfa customers, dealers and / or the Agfa organization.
You lead the Field Service Engineers of your region and you are responsible for managing the relevant Service department by monitoring costs, revenues and employees, as well as third party utilization and providing forecasts on related figures.
In addition, team staffing, escalation management, up-selling and developing skills in accordance with sold products and the need of the market are important responsibilities.
You Collaborate with the Sales Department and the Tender Office and work closely with the other service managers of the cluster and with European and Global Service departments.
Furthermore, you are responsible for monitoring the process execution according all the internal policies and external requirements to guarantee their regulatory and quality compliance.
You also deliver project management services to Agfa customers in a timely and cost effective manner, by project budgeting, planning, monitoring and steering and performing change control and risk management.
Steer resources (employees, third party engineers and / or dealers / distributors and / or stock) and operational service and / or support business and manage service activities towards timing, completeness and quality
Implement Service strategies and best practices and execute tasks and programs with focus on the standardization and simplification in internal processes and with dealer / distributor and contractor’s business
P&L achievement, including TO and margin performance as defined
Provide forecasts of costs, revenues and employees utilization
Supervise execution of customer contracts in terms of profitability and quality and take corrective actions
Look for growing the business by screening the market and potential customers and finding chances to sell our services in a broader range
Budget planning for Service including dealer business, project management, installation, application and support (SMA, break&fix, PMV)
KPI monitoring and improvement push
Contract management with direct and indirect customers and dealers and distributors developing a sale strategy to improve coverage
Grow the revenue, searching new business opportunities by screening the market and potential customers or increase the market penetration in collaboration with dealers and distributors
Hire new staff
Manage team promoting teamwork within the region and increasing engagement and motivation for all appearing challenges and opportunities
Develop skills concurrently with sold products and the need of the market and manage team is fully active in appropriate knowledge transferring communities
Ensure proper training of internal resources, external partners and customers concerning products use and maintenance
Develop the skills and education of the Service Team, also in close cooperation with the European and Global partners
Manage safe and ethical performance considering business principles and global, European and local legislation requirements, work safety guidelines and regulatory demands
Find solutions for the customer issues and product problems by aligning the resources and specialists in a successful manor also including the European Teams of RSN and Implementation, also the Global ones like GSN
Improve customer satisfaction (measured by ServiceNow questionnaire process) and the ServiceNow usage
Steer all internal and external audits in cooperation with QARA and the involved departments to a successful result and in case of deviation, accelerating the correction and monitoring the correct execution
Monitor project implementations by employees and dealers / distributors by creating projects plans and determining timeframes, resource limitations and procedures for accomplishing them
Manage internal and external service team, suppliers and all stakeholders to guarantee the correct and timely conclusion of the projects
Report project progress to the customer and manage their expectations
Support service offer for tenders
Supervise escalation processes, issue problems and provide expert examination, analysis and communication of complex Services issues and assess business customer damage control).
Fosus country / region
Cooperate with the sales force to understand their requirements and priorities and to support our customers in the most positive way
Support the Cluster Manager on strategy, operational and process related projects
Cooperate closely within the Service network on European and Global level exchanging experience, knowledge and proposals for business growth
University degree in Electronic Engineering or similar / Business Administration / Biomedical
English (Advanced Level)
Greek could be a plus
any other could be a plus
5 + years of experience on HE service departments
Technical skills :
Knowledge of Hospital workflow
Knowledge of portfolio technical characteristics
Knowledge of XRay systems
Knowledge of Project Management
Knowledge of Computers (Windows, Microsoft office, etc.)
Knowledge of SAP and ServiceNow could be a plus
Soft skills : Leadership
Problem solving approach
Energy to make the change
Local and regional service team
Controlling & Finance, Operations and Logistics, HR...
External : Customers
Freelancer and 3rd Parties
Dealers & Distributors
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