Envipco is seeking a Global Aftermarket Director to oversee the service and support operations, ensuring customer satisfaction and operational efficiency. The role entails managing the Service Support Team and Field Service technicians, optimizing resource allocation, and maintaining a customer-centric installation and servicing model. The director will drive continuous improvement in service productivity, develop pricing strategies for aftermarket solutions, and ensure optimal spare parts availability. The Director will also define repair and remanufacturing strategies, coordinate with cross-functional teams, and implement global processes and tools. Additionally, the director will be responsible for investments, purchasing decisions, and organizational development, including team building and training. The ideal candidate should have a minimum of 10 years' experience in relevant technical service roles, possess a degree in Electrical or Mechanical Engineering, demonstrate strong leadership and communication skills, and exhibit a results-oriented attitude.
Responsibilities:
Aftermarket
- Direct responsibility for our Service Support Team, functional responsibility of Field Service technicians, ensuring effective planning and resource allocation
- Responsible for delivering a first-class service to exceed the expectations of our customers while ensuring efficiency and added value
- In alignment with Service Support functions, ensures that the Country deploys a customer-centric and efficient installation and servicing model
- Driving continuous service productivity improvement activities in the overall Field and Support Services provided by Envipco
- In charge of executing a pricing strategy for Aftermarket solutions (services, spare parts/kits, etc.) to optimize business profitability and maximize profit margins.
- Ensuring spare parts for service delivery are provided, optimizing cost, stock is maintained at defined level
- Define a comprehensive repair and remanufacturing strategy and determine the necessary operational footprint that align with business objectives and goals
- Ensuring that all Field Service team members are certified in line with global certification and local regulations
- Responsible to ensure the efficiency of the complete Field and Support Service workforce
- Provide technical and Project Management resources to new market introduction projects, while establishing and training local resources.
- Builds a comprehensive partnership with Engineering, Sales and Country, Finance and Operations throughout their area of responsibility and facilitates collaboration between Sales and Service teams, thus contributing to a positive customer experience
- Develop RVM University in collaboration with Engineering, HR and local teams;
- Define warranty process and implement it in conjunction with Sales, Finance, Operations and Country team
- Define and implement the Escalation process and RACI in alignment with SLAs
- Responsible for implementing global processes and tools in Service area including exploring and guiding extensions to remote/ IoT diagnostics, maintenance and support services
- Introducing and maintaining the Microsoft Dynamics FSM / field service management system, ensure proper data collection for any service incident
- Ensuring application of safety rules, safe practices, and environmental responsibilities
Investments
- Responsible for developing the investment roadmap to ensure the Country meets its operational requirements, creates a world-class working environment and provides a market-leading service offering
- Investments are approved annually as part of the budget cycle and are to comply with the appropriate authorization guidelines and Group-related processes.
Purchase
- Whenever possible, all relevant purchasing decisions, such as Service vehicles, Test equipment and workshop equipment should rest with Envipco Global Purchasing. When this is not possible, purchasing decisions should conform with regional/local best practices in accordance with Group Purchasing policies/guidelines.
Organizational development
- Creates a pool of both efficient and succession-ready employees to facilitate operational and growth targets.
- Responsible for developing teams of highly-skilled service staff at the region as in the country
- Responsible for ensuring that team meets or exceeds appropriate service training and educational levels across the service organization
- You have minimum 10 years of experience in relevant roles in Technical Service environments
- University degree in Electrical Engineering / Mechanical Engineering
- Proven history in managing, leading, resource planning and motivating teams and individuals
- Experience dealing with customer complaints and escalation processes.
- Good communication capability, organizational capability, presentation capability
- Project Management and organizational skills
- You have a strong drive to achieve results, combined with stamina and a can-do attitude
This awaits you:
- A high degree of freedom.
- An opportunity to help building and become part of a fast-growing global company.
- Become part of a solution minded team.
- A varied job in an equally experienced, qualified, and committed team.
- Independent working method with lot of personal responsibility and freedom.
- Flat hierarchies in a modern corporate structure, exposure to senior leadership.
- Attractive and performance-oriented compensation.
If you are ready to take on this exciting opportunity, apply now and contribute to our success.
