Service Business Manager
Vor 4 Tagen
Company Overview
Instron is a leading manufacturer of testing machines for evaluating the mechanical properties and performance of materials. With over 1,200 employees worldwide and 25 sales and service offices across every continent, we offer unparalleled customer service and support.
Job Summary
We are seeking a highly skilled Service Business Manager to join our team in Germany. As a key member of our European Service Business Unit, you will be responsible for developing and managing our IPS Germany Service Business. Your primary objective will be to drive growth and revenue through continuous process improvement, identifying and maximizing investment opportunities, and nurturing our team and accounts.
Key Responsibilities
- Manage our IPS Team to achieve their development, promote good employee relations, high motivation, and a commitment to our company and customers.
- Key Account Management: Acquire a thorough understanding of our key accounts' needs and requirements, develop and grow trusting relationships, and coordinate periodic key account review meetings.
- Nurture relationships with existing contract accounts and up-sell services where appropriate.
- Work closely with our local Sales Team and global Business Teams to grow our business through joint local sales and service strategies.
- Grow our service business revenue and market share by acquiring new business through penetrating competitor accounts and recovering previous customers.
- Provide timely response and support to our customers, including handling complaints.
- Manage the IPS Germany P&L, including inventory and timely periodic forecasting, to achieve service revenue and margin targets in line with our long-range plan.
- Provide management and leadership to the German service team to ensure goals are met.
- Regularly observe and train staff to ensure they have the skills required to meet their business objectives.
- Ensure our business management systems are utilized correctly and accurately to provide efficient control of our service operation.
- Monitor installation and warranty costs and activities for efficiency.
- Make a full contribution to the company's efforts to reduce costs, improve quality, and customer experience using process improvement and the ITW Toolbox as required.
- Represent IPS Germany at Instron Germany GMBH management team meetings.
- Ensure compliance with all relevant local legislation.
Requirements
- Degree-level or equivalent qualification in Engineering.
- Full clean German driving license.
- Previous experience in a similar role, managing teams driven by objectives and financial targets.
- Good financial understanding and experience managing budgets and full P&L.
- A successful track record of selling profitable and sustainable service products.
- Business development, sales, and negotiation experience.
- Experience of managing and improving customers' experience.
- Strategy development and implementation.
Working Conditions
- Role will be office and field-based, with up to 60% travel required.
- A variety of office and factory environments with limited physical discomfort due to temperature, noise, dust, etc.
What We Offer
Join a high-performance team where you can have a significant impact. Benefit from competitive compensation and benefits. Instron is an equal opportunity employer.
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