Service Delivery Manager
il y a 2 semaines
At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good - protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. And we need people like you to make it happen._
**Job Summary**:
Region of responsibility: Belgium
Are you an experienced manager/leader passionate about technical service and developing others? If the answer to these questions is YES, grab this outstanding opportunity to join Tetra Pak now in a strategic position
Customer Service Operations is responsible for the execution of all field service-related activities like maintenance, troubleshooting, upgrades of equipment, installation, and training. In this role, you will manage a team of engineers, their competence development, and secure service quality delivery. You have a good understanding and solid experience in service business and products, and you are truly Customer oriented. You have a technical background, demonstrated strong leadership abilities, and are goal-oriented. You will work in close cooperation with Customers, Customer Service Operations Director, Resource Planner, and sales force with a focus on customer and employee satisfaction. You will report to the Customer Service Operations Director France & BeNeLux.
This position is based in **Belgium (Groot-Bijgaarden)**.
**What you will do**:
**Your main responsibilities as a Service Delivery Manager**:
- Manage a team of approx. 10-12 Service Engineers
- Leading Service Engineers' competency development, in collaboration with the training function to ensure resource readiness for all current and future activities
- Educate, coach, support, and share experience with colleagues and customers
- Drive for employee engagement, employee satisfaction, technical improvements, high performance, and capacity utilization
- Lead, develop, and manage resources with regards to individual and team performance in accordance with set targets, OHS Regulations, Global HR Processes, and Company Policies.
- Drive and secure the quality of the service executed, being responsible for customer satisfaction when it comes to service quality
- Drive and support the team in troubleshooting and solving customer issues in a timely and qualitative manner
- Collaborate with customers and key account teams to adjust service quality continuous improvement plans
- Collaborate with central planning and Key Account teams to secure the optimal planning of resources.
- Ensure profitability of the department
- In case of service quality issues, support with analysis, action plan, and regular communication to stakeholders.
**We believe you have**:
- Technical/engineering education and solid working experience in service business and products, and a strong focus on Customer orientation
- Excellent communication skills and the ability to create and maintain relationships
- You are a fast learner and can adapt easily to change
- You are a leader with a positive and inspiring approach; motivating and coaching are something you enjoy
- Self-driven, highly motivated, and independent personality
- You are used to working in a high-paced environment and can structure your work efficiently to deliver accurate and timely results
- Experience in remote management of people is a must
- Knowledge of packaging and/or processing and food safety is an advantage
- Good understanding of mechanics, electronics, and automation
- High level of analytical problem-solving methodology, a good understanding of service business, service products, and customers’ needs
- A good command of English, both verbal and written, is a must
- Dutch is a must
- Willingness to travel 3 days a week
**We Offer You**
- A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
- A culture that pioneers a spirit of innovation where our industry experts drive visible results
- An equal opportunity employment experience that values diversity and inclusion
- Market competitive compensation and benefits with flexible working arrangements
This job posting expires on** 21 March.
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