Service Manager Brazil

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 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 the lead to field service engineers and application specialists in a sub-region.

FOCUS ON DIRECT CUSTOMER CONTACT / ESCALATIONS / PEOPLE MANAGEMENT / COUNTRY or REGION to achieve sales and margins, guarantee increasing customer satisfaction and be in line with HQ KPIs (financial and operational).

Major Accountabilities: 

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• 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 employee utilization
• Hire new staff
• Plan resources
• Create teamwork within the SO / Region
• Supervise the execution of customer contracts in terms of profitability and quality and take corrective actions
• Drive up-selling of products (e.g. services, licenses, etc.); Upselling initiatives
• Supervise escalation processes, issue problems, and provide expert examination, analysis, and communication of complex Services issues
• Develop skills concurrently with sold products and the needs of the market and manage a team that is fully active in appropriate knowledge-transferring communities
• Manage safe and ethical performance considering business principles and regulatory affairs (operational)
• Implement Service strategies and execute tasks and programs.

Education:

• Degree: Administration, business management, engineering.
• Languages: English is mandatory / Spanish is a plus.

Experience:

• Team Leadership
• Implementation of strategy/tactics
• Service business management, Cost management and P&L
• Sales in Service Business, Go to market approach
• Minimum 10 years of relevant service/business experience, and maintenance activities of radiology equipment. Desirable previous knowledge of the Latin American market
• A broad view of processes and tools

Specific skills:

• Knowledge of the radiology market of the region, selling maintenance contracts to end customers and also to dealers
• Strong execution through teams.
• Available for travel over the region (25 - 50% of the time)
• Analytic skills and strong in communication

Soft skills:

Customer service skills, including the demonstrated ability to work constructively with both internal and external groups. Strong interpersonal skills, including the proven ability to network in a global environment, and build relationships with geographically remote personnel. Ability to understand overall business needs