After Sales Manager Central Europe
Manage and oversee the Central European After sales service for fastening tools, including nail guns, compressors, staplers, automation tools etc., ensuring high-quality repairs and customer satisfaction. Lead and develop a team of in field and “home” based technicians, coordinating daily operations, resource allocation, and troubleshooting complex service issues.
In this role you will be managing an internal team of 4 repair technicians in Lelystad Holland, 5 in-field repair technicians in Holland, 3 in-field service technicians in Belgium, 2 internal repair technicians in Saint Amé France and 2 internal repair technicians in Switzerland.
We are in a transition period where we are merging two companies and building new strategies on sales across Europe. In your role as Central European After sales manager you will be responsible for developing, adjusting, consolidating and facilitating the strategy on the after-sales service side, which includes building and executing the best practise service concept for “return to base” and in field service across the region.
You will be reporting to the Service director Europe, and you will be sparring and coordinating the service strategies with your counter part on the Nordic after sales service who is responsible for UK, DK, NO, SE, FI and EST.
You will be driving process improvements, develop and implement standard operating procedures, and maintain compliance with safety standards. Monitor KPIs and budgets to achieve service efficiency and profitability. Ensure timely service delivery across Central European markets.
Contact with key customers and service partners on education and cooperation.
His/her focus : as a true interface with the Sales and Customer Services departments, is to ensure customer satisfaction in Central Europe, to optimize the after sales service and to maintain and improve customer confidence in the company.
Role: the After Sales Manager Central Europe is responsible for meeting customers’ expectations, receiving and managing technic complaints, repairing equipment and solving installation problems. He/she organises the after-sales service activity and manages the Central European after-sales teams.
Responsibilities:
- Guarantees a quality after-sales service to customers (dealers and end-users) by collecting customer complaints and providing targeted responses, limiting breakdown or replacement times, and monitoring the quality of interventions. To do this, actively collaborates with the sales teams, customer service, marketing, logistics and finance.
- Coordinates the daily activities of the after-sales service team (on site and in the field).
- Manages and ensures the efficient distribution of the workload of the after-sales teams.
- Identify skill requirements and organises appropriate training.
- Provides support and assistance to the teams on all service related issues (repairs, technical assistance, technical information, etc.) and proposes appropriate solutions.
- Solves problems : case handling, follow-up and resolution of technical problems at dealers and end customers.
- Defines the equipment needed to carry out repairs and ensures the availability of spare parts.
- Streamlines and standardises service processes, sets up and monitors KPI and align these with Nordic after sales service manager
- Takes charge of and coordinates automation projects at customers’ sites with engineering.
- Leads the synergy project between the after-sales service organisations in Central Europe.
- Communicate with product team regarding product improvement proposals.
- Align education and requirement towards 3rd party service partners.
Profile:
- Proven professional experience as a service technician & Technical product knowledge
- Hands on – not afraid of getting dirty hands when necessary.
- Customer service oriented, continuous improvement oriented, solution oriented and commitment oriented
- Process-oriented
- Working knowledge of databases and tools
- SAP knowledge
- Highly organised, rigorous and methodical
- Able to work under pressure
- Reactive and fast
- Very good communication and dialogue skills
- Willing to travel within Central Europe
- Language skills
- English
- Dutch
- French
- German