Service Operations Director Europe

The organisation

Our client is founded in 1923 and is recognized throughout the industry as a leading and premium brand in quality printing presses. The European Operations (140 FTE / 122,5 mln. turnover) cover sales, distribution, sales back office, 1st and 2nd line services, spare parts operations and business development / product marketing. European HQ are based in Utrecht (NL). The services part of the business is growing in turnover and complexity and therefore we are looking to strengthen the team on several key roles, including a fulltime Service Operations Director.

The position

As Service Operations Director you will bring leadership, management and operational controls to ensure that service is excellent, pro-active, efficient and brings in an economical and brand impact to prospects and clients.

Tasks and responsibilities

• Operational responsibility for 1st line and 2nd line service department (70 FTE, 10 direct reports), spread throughout Europe (e.g. UK, France, Italy, Netherlands).
• Resolve customer queries, issues and complaints, including site visits.
• Structure and standardize KPI and service reporting over all subsidiaries within Europe.
• Develop and implement accurate management reports on financial performance, installation status, customer service workforce planning, technical issues etc.
• Monitor local European service budgets in terms of costs control, commercial targets and account receivables.
• Responsible for the implementation of product upgrades and improvement projects.
• Responsible for supporting sales activities.
• Responsible for the continuous development of the service organisation, e.g. implementing proactive service offerings, planning tools changes, ERP system improvements, develop KPI’s, customer satisfaction reporting implementation and follow up.

Candidate profile

• Educated to degree level (Bachelor of Engineering) or equivalent.
• At least 7 years professional experience in a leadership role, with demonstrated success in managing and improving cross-cultural European service teams.
• Proven knowledge and experience of the industrial machinery sector.
• Experienced with ERP systems, KPI’s reporting systems, financial reporting and training programs.
• Highly developed negotiation, facilitation as well as interpersonal and influencing skills and capacity to develop and maintain strong relationships with internal and external stakeholders.
• High level of personal energy, commitment and ability to bring teams to outstanding performance.
• Superior oral and written communication skills in English, any additional knowledge of Dutch, and other languages are nice-to-haves.
• Strong motivation to work in a flexible and agile “can-do” medium sized organization.

Interested?

You can apply to this position by using the form below mentioning ref. 4010-RC. 

For additional information, please contact Roel Carati (020 65 99 666 or +06 229 573 60). During a strictly confidential first meeting you will be extensively informed about our client, the position and procedure. A full assessment and reference check might be included in the final stages of the selection process.