technical service manager in bangalore

posted
contact
randstad india
position type
permanent
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posted
location
bangalore, karnataka
function
FMCG
position type
permanent
experience
15
reference number
55765
contact
randstad india

job description

technical service manager in bangalore

**Title: Technical Service Manager****Reports to:** Director, Technical Service - AWPEMEAR & India**Location:** TBC, India**_Position Overview:_**The Technical Service Manager is leading and managing the Technical Servicesfunctions with the objective to provide an industry-leading Product Support toour customers and to generate Sales with chargeable Commercial Services. Therole is to provide leadership to the teams in the different sites andlocations, develop a strong team and organizational structure with therequired capabilities and to foster collaboration between cross-segmentTechnical Service functions and with the other functions in the AWPorganization and business. In addition, the Technical Service Manager shouldprovide the local aftersales teams daily leadership.**_Responsibilities:_**To further professionalize and improve our Technical Service comprising thetraditional Product Support and Commercial Service activities for chargeablework the main responsibilities of the position include: * Provide leadership to the Technical Service team including Product Support, Field Service, Warranty Management, Parts Sales, Technical Training and 3rd Party Service Provider/Workshops and drive process discipline and efficiency through common processes, systems/tools and KPIs * Manage the P&L of the Services business across the different functions representing $550k in Services Revenue. * Lead the Services organization to deliver a superior, industry-leading Services support and -customer service experience based on a detailed and comprehensive KPI system measuring performance from the perspective of the customer * Lead the definition and implementation of an ambitious Services strategy delivering an industry-leading Services support to customers and generating Parts & Services revenue and profit growth * Enhance the efficiency through the definition and implementation of enhanced processes, systems and tools. * Lead the team to a) create support documentation (e.g. operator-, training-, service manuals, repair time schedule, fitting instructions), b) create and provide training for Terex product specialists and dealer technicians, c) provide on-site technical assistance for dealers and channel partner in the country, d) provide remote technical assistance within country and factories, e) manage and process warranty claims for contractual, extended warranty, RPs (rectification program) and policy, f) define and provide chargeable repairs and trainings in field or at customers site**_Qualifications_** * University degree and ideally 5 years' experience within Technical Service business within the heavy equipment or similar industry * Minimum 3 years management responsibilities with experience in international leadership in a multi-cultural environment * Experience in definition and implementation of organizations, business processes and supportive tools/ business systems due to the very strong dependency of this business on processes and systems * A successful track-record in the establishment of a new organization/ department/ team structure and change management * Ability to interact successfully in different cultures and on different business maturity levels * Knowledge of the industrial environment and technical understanding a plus**_Skills and Experience_** * Ability to work and organize independently based on a strong service-oriented attitude * Ability to effectively communicate to internal functions through all available mediums * Proficient with MS Office including Excel, Word and PowerPoint * Problem solving skills are essential and deal with last minute activities with fixed deadlines * Ability to listen to customers and fix problems (strong problem-solving skills) * Excellent verbal and written communication skills * Ability to manage expectations, create high level of satisfaction and effectively convey customer needs to colleagues and functions throughout the company * Must be a team player and 100% results orientated and ability to work under pressure * Must maintain a broad knowledge of the manufacturer's new and recent products * Demonstrate above average time management, organizational, creativity, and leadership skills * Ability to multi-task and manage multiple assignments and tasks and set priorities, as well as adapt to changing conditions and work assignments * Positive people management skills * Ability to effectively present information and respond to questions one-on-one and in groups with customers, managers, and other employees **_Language:_** * English language skills are mandatory due to the international setup of the Terex Services team.**_Travel:_** * Up to 75% travel may be required within assigned territory as well as internationally.

skills

Service, technical service, AWP

qualification

PGDM