Fonction 1: Production / Qualité /...
Fonction 2: Responsable de Département
Niveau d'expérience requis : De 10 à 20 ans
Niveau d’études: Bac +5 et plus
Secteur d'activité : Papier / Carton
Région : Tunis
Publication : du 12/03/2019 au 11/05/2019
Type de formation: Non renseigné
Type de contrat : CDI
Pays : Tunisie
Postes proposés : 1
Poste avec Management : Oui

Service Center Manager - Tunis

Entreprise :

Multinational is looking for a Service Center Manager.

Poste :

Oversees the management of the Business Unit Services, which includes all customer service, technical service, field technicians, sales and after-market sales-support related matters. Directs and monitors activities of key Business Unit managers and Local Service Managers. Maintains awareness of service-related trends and initiatives and directs appropriate response.

Main Responsibilities

  • Oversees the management of the Business Unit Services:
  • Implement BU Service strategy and goals and monitor oversight of component entities;
  • Ensure short-term and long-term objectives and that KPI’s are met;
  • Seek innovations and prompt team management to implement meaningful solutions;
  • Monitor effectiveness of customer service, technical service operations and Field Technicians Attend company sales & service meetings to provide business updates, reinforce company objectives;
  • Recommend and support relevant organizational changes, comply with company strategic objectives; Review management performance reports for BU-Service functional areas and direct corrective action;
  • Maintain awareness of service-related trends, initiatives and challenges; Inspire high performance among teams;
  • Ensure that resources are in place to properly analyze, report and recommend corrective action against such operational metrics as sales revenues, CRM data, parts, service and training revenues, employee and customer satisfaction and customer service response levels;
  • Visit various Regional Service Managers (RSM) in their respective geographic areas;
  • Travel with RSM to visit customers and to build alliances, excitement and interest in company products; Work with RSM to develop objectives suitable for their particular region;
  • Monitor RSM activities and provides guidance as appropriate;
  • Support RSM and customers to develop new products and services. Ensure systems are in place to measure customer satisfaction (NPS)
  • Regularly meet with customers to listen, strengthen relationships and solve problems with shared vision;
  • Maintain awareness of state-of-the-art technologies and practices that may improve company quality, productivity, or service levels and ensures that subordinate managers respond accordingly;
  • Ensure that all Business Unit operations function consistently with established processes and standards that are consistent across all three-business areas.

Profil recherché :

  • Engineer
  • Minimum 10 years of professional experience within a company active in capital investment, including at least 5 years’ experience in top management ideally leading successfully a Service organization.
  • Packaging industry knowledge would be a plus
  • Entrepreneurial spirit with a demonstrated ability to lead, inspire and coordinate others
  • Team Player with a strong ability to engage people
  • Strong work ethics and Values (focus on developing the business along with the employees)
  • Proactive work style, highly reliable, accountable and developed sense of service;
  • Act dynamically and pragmatically under pressure
  • P&L Management
  • Customer Service oriented;
  • Strong communication and interpersonal skills; proven track record in developing commercial relationships
  • Ability to multi-task in a dynamic environment
  • Proven leadership
  • Ability to work in a matrix organization and multiple-sites environment
  • Thorough understanding of Customer Service, Technical Service and Sales trends
  • Creative, team builder & leader, result oriented
  • Ability to understand the business and its challenges
  • Ability to develop a strong local management team and develop high performing operations
  • Fluent in Arabic, French and English

Type de contrat :

CDI