Service Manager Direct Export (Russia, Africa, Middle East)

Date:  Jan 25, 2024

Mortsel, BE

Service Manager Direct Export (Russia, Africa, Middle East)


Currently we are looking for a Service Manager for our Direct Export regions (Russia, Africa, Middle East).
This position ensures day-to-day service and/or support delivery (e.g. support service, implementation service, hardware, licenses) to Agfa customers, directly and thru service partners. The Service Manager is responsible for managing customer satisfaction, monitoring costs, revenues and resources (employees, as well as third party), and providing forecasts on related figures. Operational tasks include handling escalations, contract management, project management, license management, MSB execution, channel management, tender bid calculations, up-selling initiatives, product launches in new geographies, and managing technical training of the direct and indirect engineers concurrently with sold products and the need of the market. He/She gives lead to Country Service Managers / team leaders and/or Field Service Engineers. Reports to the Regional Service Manager EMEA



As Service Manager you are responsible for

  • Implementing the service strategy and executes the related tasks with regards to
    • Technical escalation management (ASSM)
    • Commercial escalation management, discounts (SAP HE02)
    • contract administration, pricing and renewal (SAP BP5)
    • project / time management (SAP AP7)
    • license administration (ELMS)
    • knowledge management (Portal access thru xUAT, Percipio)
    • (tender) bid calculations (SOFON)
    • claims eligibility approval (eSHOP)
    • Payments to subcontractors (PR/PO)
    • Steer SEP variable pay / performance appraisal (SuccessFactors)
  • As a Hands-on troubleshooter, to address all sorts of difficulties hindering service operations in a geography characterized by political and economical instability, war, sanctions / duties / importation complexities.
  • Discussing with end customers the perceived quality of the Agfa service delivery and steers appropriate actions. Mitigates complaints.
  • Supervising service partners (distributors, subcontractors) and country service managers in terms of profitability and quality and takes corrective actions
  • Managing the service operations in a professional, safe and ethical way, considering Agfa’s vision, processes, business principles and regulatory affair terms.
  • Analyzing revenue streams and cost evolution to realize margin targets (ALFRESCO)
  • Providing timely feedback on product quality, spare parts lead times, GSN effectiveness, …
  • Facilitating service support in conflict areas served by NGO’s such as MsF, Red Cross, UNOPS, Memisa,…
  • Working closely with the sales team to jointly increase win-rate while safeguarding overall profitability. Timely provides requested tender attestations.



What you bring to the table:

  • University degree in a technical or health area
  • Technical education in the health area as well in the technical area
  • Knowledge of the radiology market, selling maintenance contracts to end customers and to dealers is a plus
  • Good understanding of hospital workflows is a benefit
  • Some years of experience in international service operations
  • Experience in managing teams locally and remotely
  • Successful execution of multinational projects
  • Ability to time manage and prioritize self and (project) teams
  • Excellent organizational skills
  • Strong problem resolution and communication skills
  • Strong Customer Focus
  • Willingness to travel in the Direct Export regions (less than 20% of the time)
  • Solid language skills in English, both written and verbally


What We Offer

  • A rewarding career in a field that impacts lives
  • Competitive salary
  • A dynamic global organization with a history of innovation and a strong product portfolio
  • A challenging environment combined with a supportive management structure
  • Opportunities to launch and develop your own ideas
  • Career development and growth within the international company
  • A friendly work environment surrounded by dedicated and professional colleague

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