Service Contract Manager

Job Title

Service Contract Manager

Job Description

Responsibilities

• Operational responsible of all service contracts in dedicated area including SBS and SUS

• Hierarchical leader of reginal service resource

• Address customer needs to increase service opportunity

• Delivery qualified service to increase customer satisfaction

Activities:

• -Operational Management of service engineers

• -Direct interaction with customer

• -Planning and coordination of service activities

• -Communication with cross functional department

• -Control and improve maintenance processes

• -Continuous improvement of system performance

• -Finance management

• -Responsible for health, safety and environment in the reginal

• -Coordination with subcontractors

• -Setup and organize service teams

• -Present service proposal to convince customer

• -Follow up of invoicing

Job description

1. Acts as a business partner on logistical process level, able to, efficiently and effectively, manage the execution of service contracts (SBS, SUS). Commercial sensitive and able to identify (service) projects leads as well.
2. Builds strong relations with maintenance management and operations management of customers.                                                                                                            

3. Manages large service contracts together with the account manager. Manages customer satisfaction of the customer base.
4. Convincing and active in communication with customers (external) and PM, SAM and supply chain(internal) to achieve smooth service take over and operational readiness from the service team. Deals with escalations and solves problematic situations with customers.
5. Managing internal and external resources.
6. Cooperates with sales manager taking full responsibility of the execution part of the contract and identifies, plans and realizes future sales.
7. Recognized as an authority in service contract and maintenance execution.              

8. Evaluates and optimizes the service concept for each customer based on the feedback of customers and process engineers.                                                                                                    

9. Supervises sub-contractors, local service providers and regional staff.
10. Performs yearly job evaluations of staff.
11. Manages service contracts on cost level and yearly evaluates the profitability of a contract with the account manager.

Requirement

1. A technical or industrial engineering master’s degree or bachelor’s degree

2. At least 5 years of leading a customer service or in a similar position, preferably in a technical, industrial or logistical environment

3. Excellent communication and presentation skills

4. Excellent oral and written communication skills