Service Manager

Tasks & Responsibilities:

• Oversee team activities and organize regular meetings to update them on progress against the annual plan.
• Identify the needs of Field Service Engineers and pinpoint areas for process improvement.
• Empower Field Service Engineers in various domains such as soft skills, customer interactions, and quotations.
• Monitor the development of Field Service Engineers using the 'Service Engineer Excellence' tool and establish KPIs.
• Evaluate the performance of Field Service Engineers.
• Set individual economic targets for Field Service Engineers.
• Collaborate with other Service Managers to achieve the economic goals of the After Sales department.
• Participate in regular meetings with TRB to receive feedback on the technical performance of Field Service Engineers.
• Attend regular meetings with the Back Office Manager to enhance processes between Back Office staff and Field Service Engineers
•  Attend all necessary management meetings within the sales unit and HQ.
• Plan for team needs, including training costs, the number of Field Service Engineers, and large projects.
• Approve expense orders.
• Ensure a high level of customer care by addressing and resolving customer complaints.
• Review and approve quotations exceeding a specific cost amount.
• Inform customers about high-value quotations and provide alternative solutions.
• In urgent customer situations, ensure communication between the Service Manager and Sales Department to provide solutions such as bridging trucks.
• Ensure profitability in all contract types (MC, FS, LTR) and take necessary actions if required.
• Update the C4C tool for customer visits.
• Periodically inspect the daily schedules of Field Service Engineers.
• Monitor van stock.
• Monitor debit occasions and take commercial measures as needed.
• Promote the Jellow way culture.

Skills & Qualifications:

• 3-5 years of experience in the After Sales industry
• High school graduate (IEK, TEI preferred)
• Proficient in verbal and written communication in English and Greek
• Computer literate with knowledge of CRM/ERP systems
• Strong leadership skills
• Excellent organizational skills
• Effective time management
• Cost-effectiveness skills
• Strong negotiation skills
• Customer service skills
• Excellent communication skills
• Good interpersonal relations with other departments
• Effective presentation skills

Benefits:

• Competitive salary
• Ongoing training and development opportunities
• Company car
• Mobile phone and laptop
• Private health insurance

If you are interested in the above position, you can send your CV to: humanresources@jungheinrich.gr, using the title: Service Manager.