Power Technique Service Business Process Manager

il y a 1 semaine

Antwerpen, Belgique Atlas Copco Airpower N.V. Temps plein

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

**Join us on our journey for a better tomorrow.**

**Your Role**

Ready to make an impact? Love to take on any operational challenge and get a kick out of optimizing processes? Then join the Power Technique Service Division at Atlas Copco Airpower, where you work closely with customers, get loads of exciting possibilities, and have your initiatives realized.

Customer satisfaction and customer care are key drivers in the Power Technique Service Division. One important part of our business is managed through the indirect channel, through dealer, service partners and key accounts. We are searching for a Business Process Manager to bring indirect operations and technical support processes in the PT Customer Centers to the next level. In this role you will work closely together with and report to the Vice President Operations and Technical Support.

As Business Process Manager you hold a key position in the Power Technique Service Division with focus on aftermarket operational excellence for indirect operations and technical support processes. We want to bring peace of mind to our customers by being a trusted service provider and easy to do business with.

It’s your responsibility to define, develop and implement processes, solutions and best practices in the area of customer support and indirect operations into our entities which will lead to efficiency improvements and ensure the highest level of customer satisfaction. You will define the processes and projects together with Divisional team and the customer centers. You implement, organize/conduct training, visualize through business intelligence and follow up through assisting the Customer Centers focusing on process alignment, implementation, and adoption.

**Mission**

This role includes:

- Define, develop and maintain End-to-end operational model covering the indirect sales channel and full product portfolio of the PT business area.
- Define and map process flows, standard operational procedures and best practices leading to operational excellence cross Product Company - Customer Center - Dealer - Customer.
- Support the Customer Centre in implementing best practices for their and the dealers’ organizations.
- Further enhance and digitize systems and processes making it easier for our Customer Centers and dealers to ensure a better customer support and quality for superior Customer satisfaction. To name a few: warranty handling, installed base management, utilize connectivity, remote/virtual support, etc.
- Ensure that current systems and processes are aligned and maintained
- Proactively seek for continuous improvement in the Customer Centre processes
- Define, steer development and implement indirect sales efficiency and support processes in Customer Centres (e.g. quoting, lead generation, configuration,) contributing to pro-active sales
- Collaborate closely together with product marketing, business solutions, operations and technical support team to have a smooth introduction and efficient process on new developments
- Be the voice of the dealer and service partners from operational point of view in divisional developments

***
**To succeed, you will need**

Have several years of working experience in Customer Center or Division with systems and processes that support our indirect service organization
Implementation of continuous improvement and change management programs.
Be passionate about the service business, strong sense of urgency and understand that a competent and motivated organization drives great results.

Your personality matches our **We Are Power Technique Service-mentality**:

- You have a problem-solving mindset and strong customer support focus
- You have a pragmatic approach to new challenges and the ability to rapidly switch tasks depending on priorities
- You enjoy working as part of a team to find the best solution to each challenge
- You understand the need for excellent communication to reach out in the global organization.
- You are result oriented with a self-motivating personality.
- You have a keen interest in the culture and the way of doing business in different countries, multicultural environment and are willing to travel on a regular basis.

**Knowledge**

Knowledge of SAP, C4C and other Customer center system is an advantage.

**Educational requirements**

Technical University degree or similar through experience

**In return, we offer you**
- A friendly, family-like atmosphere
- A culture known for respectful interaction, ethical behavior and integrity
- Plenty of opportunities to grow and develop
- New challenges and new things to learn every day
- Potential to see your ideas realized and to make an impact

**Diverse by nature and inclusive by choice**
Bright idea

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