The primary responsibility is to develop a strong and perennial service organization in North America. It will require to lead, plan, develop, manage, and coordinate all service functions in the territory in alignment with the company strategy and policies.
Main Responsibility
Manage the Service organization in North America, including equipment installations, acceptances, trainings, warranty cases, claim management, after-sales missions, Hot Line and spare parts policies. Align processes and methodology with the Business division Deploy all current existing tools (CRM, tickets,…), practices and processes to USA team Build up and maintain excellent business relations with existing customers in the territory. Service their needs and initiate any necessary actions to secure their satisfaction and high retention rate. Build up and maintain excellent team spirit, skills and motivation within the current and future Service organization to secure high employees retention rate.
Main tasks
Manage a continuously up-to-date planning of the workload and service missions and lead a weekly coordination meeting with all stakeholders, including Sales. Prepare and secure all new equipment Buy Off in coordinating and aligning any specifications approval (statement of Work) if different from the standard BU specifications. Work out service quotes (with the company dedicated tool), direct or through agents/distributors if any, and secure product configurations/specifications and commercial terms consistency. Initiate and nurture a contact with all existing active accounts. Re-define how to stay close and helpful to them. Secure a premium customer satisfaction by anticipating and acting on any possible claims until complete resolutions. Coordinate any claim management with all necessary stakeholders (Sales, Product Mgt, Appl. Eng., Management, …). Maintain a high level of qualification of the Service crew by organizing regular training and personal development plans. Recommend any new specific service products and initiatives to secure the customer satisfaction. Maintain a high standard in the data quality in the CRM (up-to-date, accurate, …) and apply all company rules and related processes to Support. May attend national and regional trade shows, events, open houses as well as seminars and sales meeting to support installation and operations of demonstration equipment. Recommend possible improvement in strengthening support received from the BU in Switzerland. Secure a good teamwork with all stakeholders within the company in US and in Switzerland. Comply with all company policies and rules.
Secondary tasks
Collect any intelligence on competition from the customers Collect any intelligence on market trends from the customers Propose any improvements and/or adjustments on current services offering Recommend any technical inputs for future products development Escalate any issues which require management attention
Requirements:
Excellent SMD and industry knowledge Good capital equipment business experience Good technical background to secure providing services and training Strong leadership and entrepreneurial skills Experience with multiple cultures
Territory
The assigned Territory is North America, meaning USA, Canada and Mexico.
Location
At the US Business Unit location.