WA Services Manager - EMEA

The WA (Warehouse Automation) Service Manager has an important role of support, coordination, communication and leadership who should be able to develop relationships with different departments across the whole business.

Coordination/Monitoring of Pre-Sales, Installation, Project Management and Technical Services activities within the WA service team, with personnel responsibility for the Technical Services Team based across Europe. To interface with Sales and other teams in order to provide customers with optimal system and product performance together with first class technical service and support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Organisation and coordination of Technical Services Team’s activities in EMEA
• Personnel responsibility for Technical Services Representatives based across Europe
• Create and maintain meaningful metrics (KPIs) to enable continual monitoring of product, process and personnel performance
• Drive process improvements across the WA division identifying and adopting ‘gold standards’ to be shared across EMEA
• Manage, coordinate and develop employees in order to improve and support staff continuously
• Support commercial activity and provide support to the sales process where necessary
• Work with Accounting to ensure service invoices are presented, tracked and paid within required timescales
• Drive best practices for on-site machine repair, with consideration for efficiency, quality of customer service and cost effectiveness
• Management of inquiries and complaints received in relation to equipment, application and product related problems ensuring they are properly documented and followed up
• Complaint handling (including support for escalated investigations where appropriate) according to written procedures
• Initiate or support corrective or preventative actions (CAPAs) where appropriate
• Working with our Training Department to ensure training programs and materials are appropriate, up-to-date and consistent with the instructions for use
• Continually work with other OPEX personnel to improve procedures and products, to increase productivity and decrease downtime at customer sites
• Work together with Marketing, Engineering and R&D departments to provide feedback on product deficiencies, improvements and future developments
• Perform all work in compliance with Company policies and Code of Conduct, local procedures and regulations
• Uphold OPEX’s core principles and values

DUTIES

• Work with cusomers and OPEX Project Managers to plan on-site equipment installations, including detailed analysis of customer requirements prior to installation
• Oversee delivery of installation projects, inline with plans, meeting customer expectations which includes SAT & IOQ
• Work collaboratively with Service Management Team to evolve and define working practices
• Attend customer meetings, reviews and compile reports as necessary
• Reduce costs and drive efficincies with all Service and Maintenance repair activities
• Daily management of Technical Services Team’s activities
• Monitor the status of installation base with regard to current versions of hardware and software
• Ensure all Service Bulletin’s are carried out within the specified or appropriate timeframes and are tracked and recorded
• Investigate complaints, identify root cause and implement appropriate corrective and preventive actions
• Document all work as described in the relevant quality regulations. Ensure all documentation uses the current relevant forms and is stored according to the currently applicable procedures
• Perform regular assessments of personnel performance as required by company policy and provide feedback where necessary
• Provide technical guidance/assistance for the development and execution of training for service personnel to improve technical expertise and other necessary skills
• Participate in pre- and post-sales activities including customer meetings, supplier events, and tradeshows as and when required

ADDITIONAL REQUIREMENTS

• Must be available to work irregular hours as necessary to handle peaks of work
• Unplanned travel to customer sites may be necessary in emergency and service situations
• Area of geographical responsibility is EMEA
• Travel to other countries including USA for meetings and support when required
• Other duties as required