Service Manager

Essential functions

• Ensures Anton Paar’s service guidelines and philosophy within region in accordance with the General Manager (GM)/Regional Service Manager(RSM).

• Defines the annual service budget and necessary resources to fulfil budget in agreement with the GM/RSM.

• Defines and implements the local service strategy, respecting the Anton Paar global service strategy.

• Manages a team of Service Engineers. Interviews, makes hiring and firing recommendations, develops staff, assigns and schedules work, and appraises performance.

• Recommends Service Engineer salaries.

• Ensures that Service Engineers are properly trained and their skills are continually being advanced. Conducts staff training as appropriate.

• Ensures that the right service equipment is supplied to the Field Service Engineer acc. to the Anton Paar guidelines.

• Carries out an annual service visit with each of the Field Service Engineers.

• Organizes and/or attends periodic local / regional meetings to share best practices /training etc.

• Defines and implements required service organization to ensure national coverage of all product lines.

• Maintains adherence to service department policies and procedures in accordance with corporate and industry safety and quality standards, and ISO17025 requirements.

• Management of maintenance contract-selling to customers and conducting service-sales.

• Creates and maintains service reports and reporting to GM/RSM.

• Ensures that Field Service Engineers fulfill Anton Paar guidelines of data quality in CRM (e.g. I-Bases).

• Interfaces with cross functional work teams such as applications, customer support/services, product management, manufacturing and marketing/sales.

• Reports product failure trends and/or product weakness to the appropriate product groups.

• Responsible for oversight in the identification and routine calibration of test equipment (required for ISO/IEC 17025 calibrations).

• Final responsibility for Field Service Engineer’s stocks and stock inventory and managing of the remaining Field Service Engineer’s stocks.

• Responsible for increasing service-customer satisfaction, especially in case of negative customer survey feedback.

• Responsible for case time and fulfilling the Anton Paar targets in cooperation with the RSM.

• Defines and implements improvement activities to increase customer satisfaction in agreement with GM / RSM.

• Defines and implements an annual marketing plan for increasing service coverage.

Minimum required education, experience, knowledge and skills

• Bachelor’s degree required in electrical, mechanical or chemical engineering, physics or related field

• 3 years of management experience

• 3 years of experience working in a technical services environment

• Advanced knowledge of the theoretical and practical application of engineering science and technology

• Skill in using electronic schematics, electronic testing equipment and repair tools in order to assist and support service engineers

• Analytical problem solving skills

• Excellent verbal/written communication and interpersonal skills

• Exceptional customer service skills

• Attends mandatory in-house technical training courses each year to stay current on new developments in the field. Certificates are awarded upon satisfactory completion of each program

• A long-term position in a stable, globally leading technology company
• Structured onboarding and continuous technical and professional training
• Exposure to regional operations and international collaboration
• A professional and supportive team environment
• Competitive compensation and benefits package