Service Manager Europe

To strengthen our European service team, we are looking for a Service Manager Europe.

Duties and Responsibilities:

• Lead and grow the European Service Team of Field Service Engineers and Remote Support Engineers in line with the European Growth Plan.
• Define and implement profitable service business across all Inkcups Europe territories (European core regions, European expansion, and MEA [Middle East and Africa]); leading to full “Service P&L” responsibility.
• Work closely with Sales Management to grow service revenues at existing customers.
• Strategic planning of field, remote, and local manufacturing resources in close cooperation with Back Office Administration.
• Single Point of Contact (SPOC) for technical escalations; liaison between Europe and HQ: Service, Product Management, Engineering, Manufacturing.
• Project Management for complex installations and system integrations.
• Visits to customers and prospects independently and with sales as well as service
• Member of European Leadership Team
  • Weekly Service Meetings (remote & field updates)
  • Monthly KPI/Scorecard Reporting
  • Monthly financial forecasts
  • Customer Satisfaction surveys: create, deploy, analyse, action
• Maintaining expertise on the digital products to be among the highest points of technical escalation within the Service team.
• Managing the Field & remote Technician calendar, and Field & Remote Service Reports generated in support of customer invoicing.
• Effectively dispatch field service technicians to service calls, considering factors such as technician expertise, location, and customer urgency.
• Optimize scheduling and route planning to maximize technician efficiency and minimize travel time.
• Maintain open communication with technicians in the field to provide real-time updates on service requests and changes in schedule.
• Ensure that technicians consistently update their service case notes in Salesforce to maintain accurate and up-to-date customer information and problem solutions
• Maintain consistent and rapid service invoicing process for field as well as remote interventions
• Documenting and driving improvement on the Service KPIs (Key Performance Indicators) including but not limited to:
  • Case rates/machine/month.
  • Case resolution time.
  • Case parts usage.
  • Call rates/machine/month.
  • Call rate travel time, labor time, and parts usage.
  • Case and call rates by customer.
  • Case/call closure rates per engineer per month.
  • Tracking the machine field configuration/upgrade status (software and hardware).
  • Align with Sales on the route and activities to be performed including PMs, service, customer demonstrations, and the associated technician’s schedules
• Developing executive-level monthly summaries for the top-tier digital accounts.
• Reviewing the Service and customer documentation releases and ensuring that customers and field staff are aware of and have access to these documents.

Qualifications:

• Bachelor’s degree or equivalent vocational training in a related field,
• Experience in leading field support service teams in the printing industry.
• Experience with inkjet printing or similar equipment in a print production environment.
• Ability to mentor and develop teams.
• Competency in IT operations, systems, and development at the enterprise level.
• Excellent communication, customer service and interpersonal skills.
• Highly self-motivated, self-directed, and attentive to detail.
• Strong leadership and project management skills.
• Solid analytical and problem-solving skills such as Six Sigma and/or Lean tools.
• Desire to travel.
• A valid driver’s license with a safe driving record.
• A valid passport.

Requirements:

• 1 week per month at our European office in Freudenberg
• 1-2 key customer visit(s) per month, either alone or alongside sales/service to promote customer satisfaction and comradery among the service organization