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Service Manager Mexico

Date: Aug 10, 2019

Location: Mexico City, MX

Company: Agfa-Gevaert NV


General Characteristics

This position ensures day-to-day service and/or support delivery (e.g. support service, implementation service, hardware, licenses) to Agfa customers and/or the Agfa organization. The Service Manager/team leader is 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, as well as team staffing, escalation management, up-selling and developing skills concurrently with sold products and the need of the market.

He/She gives lead to Field Service Engineers and/or Customer Service Managers of a fragmented region.


Representative Activities

Steer resources (employees, third party engineers and/or dealers and/or stock) and operational service and/or support business

 Manage order book (revenues and costs) to meet margin targets :

 Provide forecasts of costs, revenues and employees utilization

 Hire new staff

 Plan resources

 Create teamwork within the SO / Region

 Supervise execution of customer contracts in terms of profitability and quality and take corrective actions

 Drive up-selling of products (e.g. services, licenses etc.); Up selling initiatives

 Supervise escalation processes, issue problems and provide expert examination, analysis and communication of complex Services issues and assess business impaGreat!ct. customer damage control) FOCUS country / region

 Develop skills concurrently with sold products and the need of the market and manage team is fully active in appropriate knowledge transferring communities

 Manage safe and ethical performance considering business principles

Job Segment: Service Manager, Manager, Field Service, Customer Service, Management, Manufacturing

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