SERVICE MANAGER (m/f)
Lantek, Darmstadt, Hessen - Alemania
Estimation salariale confidentielle
About us - SPRING SPAIN
Would you like to work with our client LANTEK SOFTWARE SOLUTIONS?
Lantek is a software company with more than 25 years of experience and more than 200 professionals spread around the world. Our offices are present in more than 15 countries worldwide, besides a significant presence in Spain (HQ).
We are the global leader providing software systems and solutions to companies manufacturing parts with sheet metal, tubes, and structural steel. From small workshops to international multi-plant corporations, Lantek systems are present in every kind of industrial factory.
We are a key partner in Digital Transformation for metal processing companies. We help our customers to achieve their Industry 4.0 goals with leading products and services, provided in an open multivendor platform.
Lantek is looking for a talented and experienced Service Manager to drive Lantek operations for sheet metal companies in DACH.
Reporting to the Chief Operating Office at Headquarters, you will manage Lantek day-to-day technical activity of the assigned territory while providing excellent management of technical staff and customer service.
Position is based in Lantek office in Darmstadt.
You will travel within DACH frequently (+30%).
You should solve critical situations in German and English.
As a Service Manager, you will direct a technical team between 6 and 8 professionals.
- People Management: This position requires skills, motivation and experience to manage and develop the Operations team to deliver superior and reliable services.
- Full hierarchical and management responsibility for the Operations team including:
- Recruit, develop and expand a highly skilled staff and improve our core competencies.
- Set, agree and drive KPI's within the Operations team in accordance with Lantek standards.
- Effective and efficient resource planning and delivery.
- Resource management (allocation, planning short and medium term, prioritization).
- Coordination with local Sales and Financial responsible persons to achieve business goals for DACH market.
- Secure service level at agreed standards.
- Secure project goals achievement together with local project managers and coordinated with Global Project Office.
- Replace team members when necessary to maintain the level of service.
- Ensure Health and safety compliance as per standards under local law.
Ensure the consistent and effective provision of services / information to the customer base including (but not only) Technical support, follow up of technical offers, work order management, fulfilment, after sales care, problem solving and other services across all media (Telephone, mail, etc.).
Develop feedback or complaints procedures for customers so that company can be fully aware of any issues in the shortest lead-time.
Develop / Implement relevant customer service procedures and processes in accordance with company Policies and standards. Develop back up and organization specific for critical business processes.
Ensure communication line with management, peers, and collaborators is clear and focused, with Customer always represented fairly and accurately.
Expert in all areas of her / his responsibilities: Coaches team members in all aspects of the job.
Drive continuous improvement: Utilize information and statistics that will inform corrective and preventative actions followed in actions plans shared across the team, thereby ensuring the level of customer service required.
Good to have:
Develop and lead a "Commercial" attitude from all Operations employees: generating leads for sales force through active listening and probing for customer requirements and opportunities.
Develop wide market knowledge and ensure a keen awareness of company products portfolio offering.
Degree in technical field (Science, Technology, Engineering, …).
Shall have minimum 3 years in operations management role other relevant experience (similar size, scope, and complexity), preferably in the software industry. As a plus in industrial software.
Could be a talented Senior Customer Service or Project Manager with experience in leading people ready to take next step in his/her career.
Experience as a field technician installing, training and supporting software installations.
Attention to details, proactivity.
Ability to work under time pressure and multi-tasking.
Strong analytical skills and ability to solve problem.
Excellent Customer sense.
Cooperative; willingness to interact and work with others in both local and global environments; team player.
German as native language and Fluent English. Spanish language would be a plus.
Direct and interactive computer skills and electronic business interfaces: outlook, e-mail, Microsoft Office, extranet/intranet…
Ability to manage, make decisions and lead change.
Ability to work, improve and document processes.
WE ARE WAITING FOR YOU!!!
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Les estimations de salaire Experteer prennent en considération de nombreuses données internes et externes. Cependant, par rapport aux salaires versés par les entreprises, l'estimation de salaire Experteer peut varier de plus ou moins 15%, voire plus, dans certains cas particuliers.
L'estimation de salaire Recruteur sert de référence. Le salaire qui sera versé finalement par l'entreprise dépendra de différents facteurs tels que l'expérience et les compétences des candidats.