Service Manager

Service Manager - Greece & East-Europe

Job Summary

The Service Manager is responsible for ensuring the effective day‑to‑day delivery of service and support activities, including technical support, implementation services, hardware, and license management, for Agfa customers, Partners, and the Agfa organization. The role provides leadership to the Field Service Engineers, Application Specialists, Project Managers and oversees all operational aspects of the Service department, including cost and revenue control, workforce planning, third‑party management, and forecasting of key performance indicators. A key focus of the position is developing and maintaining the skills and capabilities of the Service Team in line with evolving products and market needs. The Service Manager drives up‑selling opportunities, ensures timely and effective escalation management, and secures full compliance with internal procedures and external regulatory and quality requirements. Close collaboration with the Sales Department, Tender Office, other regional Service Managers, European and Global Service teams (RSN/GSN) is essential to ensure seamless service delivery, alignment of standards, and effective handling of escalations.

Key Responsibilities

Representative Activities

Operational & Service Delivery Management

Steer resources (employees, third-party engineers, dealers/distributors, stock) to ensure timely, complete and high-quality service and support delivery Oversee all operational service activities, ensuring consistent execution of break & fix, maintenance, installation, application support and project management Implement Service strategies and best practices, driving standardization and simplification of internal processes and dealer/distributor/contractor operations Supervise the execution of customer contracts, ensuring profitability, fulfilment, and service quality; initiate corrective actions where needed Ensure compliance with all internal procedures, work safety guidelines, and global, European and local regulatory requirements

Financial Performance & Business Growth

Achieve P&L targets, including turnover and margin performance as defined Provide accurate forecasts for costs, revenues, and employee/third-party utilization Conduct budget planning for all Service activities, including dealer business, project management, installations, application, SMA contracts, break & fix, and PMVs Monitor KPIs, drive continuous improvement, and implement related corrective and preventive actions Identify new business opportunities by screening the market, expanding services to existing and potential customers, and increasing market penetration together with dealers and distributors Manage contract negotiation and contract lifecycle with direct and indirect customers, dealers, and distributors to improve service coverage

Team Leadership & Development

Hire, manage, and develop Service staff, fostering teamwork, engagement, and high motivation within the region Plan resource allocation according to demand, skill requirements, and business priorities Develop the skills of the Service Team in alignment with product evolution and market expectations, ensuring active participation in internal knowledge-sharing communities Ensure proper training for internal teams, external partners, dealers, distributors, and customers on product use and maintenance Collaborate with European and Global partners to continuously enhance training and competency development

Customer Support, Issue Resolution & Satisfaction

Ensure timely and effective resolution of customer issues by coordinating internal experts, European teams (e.g., RSN), and Global teams (e.g., GSN) Drive improvements in customer satisfaction (measured through the ServiceNow questionnaire process) and promote effective use of ASSM tools Supervise escalation processes, analyzing complex service issues, assessing business impact, and ensuring efficient and transparent communication

Quality, Compliance & Audit Management

Steer internal and external audits in collaboration with QARA and relevant departments In case of deviations, accelerate corrective actions and ensure thorough implementation and follow-up Maintain consistent adherence to quality standards and regulatory requirements across all service operations

Cross-Functional Collaboration

Support service offer preparation for tenders Work closely with the Sales team to understand requirements, priorities, and customer expectations Support the Cluster Manager