What are the responsibilities and job description for the Terriroty Service Manager position at BYSTRONIC INC?
Who we are. What we do.
We are Bystronic – a global technology company passionate about creating an impact for a sustainable future with sheet metal and beyond.
We want to work with people who support us in creating innovative solutions to move our industry forward. Our focus is on automating the complete material and data flow of the laser cutting and bending process chain.
In a nutshell:
The Territory Service Manager drives service operations within a geographical territory, drives customer satisfaction through NPS and global indicators, and leads a field-based team by setting objectives, providing feedback, and driving business results across multiple measures.
What you will be doing:
- Responsible for the execution of all service operation activities in their defined region and manage the team.
- Responsible to prioritize customer needs with input from the team using CRM’s systems.
- Lead and manage a field-based team including the life cycle of equipment from installation to repeat purchase, setting clear objectives aligned with global strategy, providing performance feedback, coaching, and development opportunities, and delivering business results across various measures including customer satisfaction and employee engagement?.
- Responsible for technician planning including dispatching.
- Promote and uphold the company culture and values, fostering a positive and inclusive work environment for all team members?.
- Ensure customer satisfaction by focusing on Net Promoter Score (NPS) and customer loyalty with repeat equipment sales utilizing global leading and lagging indicators? to achieve targets.
- Aligns all strategies, priorities, work guidance, budgets & KPIs with centrally defined guidelines (e.g. Financial Planning, Training, Resource Planning, Goal Setting & Appraisal)?.
- Provides input for centrally enacted target setting, performance reviews and hiring/firing decisions as well as training requirements for service employees.?
- Aligns critical day-to-day decisions with the regional team including CSR’s, account managers, and sales team.
- Manages and appropriately identifies centrally defined escalation processes within the stated governance.
Key tasks and Responsibilities:
- Leadership: Lead and promote Bystronic culture and values, creating a positive and inclusive working environment. Manage a team of 6 to 10 direct reports, ensuring adherence to corporate guidelines and aligning individual objectives with global strategy.?
- Customer Satisfaction: Ensure customer satisfaction through continuous focus on NPS and achievement of global indicators. Execute service activities with the team to meet targets aligned with strategic goals.? Responsible to foster good will with our customers and conflict resolution.
- Team & Talent Development: Develop the team through performance feedback, coaching, and motivation. Manage employee performance by assigning tasks, evaluating performance against goals, and providing constructive feedback.
- Operations and Maintenance Planning: Expedite resolution through dispatching of reactive and pro-active service events. Facilitate preventive maintenance visits by planning and arranging appointments with customers and technicians.
KPI’s:
- Customer Satisfaction (NPS)?
- Employee Engagement?
- Service Efficiency Metrics: Demonstrating efficiency backed through KPIs such as FTFR, RFR, OTIF, and MTTR?
Talent Development and Retention? - Business Results: Delivering strong business results across various measures including repeat machine and aftermarket sales.
