Service Business Manager
vor 3 Wochen
Company Overview
Instron is a leading manufacturer of testing machines, with a global presence and a commitment to delivering exceptional customer service.
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 Service Business in line with corporate strategy.
Key Responsibilities
- Manage our IPS Team to achieve high performance, good employee relations, and a commitment to our company and customers.
- Develop and grow trusting relationships with key accounts, coordinating periodic review meetings.
- Nurture relationships with existing contract accounts and up-sell services where appropriate.
- Work closely with local Sales Teams and global Business Teams to grow our business through joint 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 customers, including handling complaints.
- Manage the IPS Germany P&L, ensuring achievement of service revenue and margin targets in line with our long-range plan.
- Provide management and leadership to the German service team, ensuring 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.
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