Vss Semi Service Manager France 1 - Grenoble, France - Edwards SAS

Edwards SAS

Entreprise vérifiée

Grenoble, France

il y a 2 semaines

Posté par:

Sophie Dupont

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Description

Mission/Purpose of the Job:

This role requiring customer engagement skills and commercial acumen, and the ability to network across many groups in Customer Centers, Product Companies and Divisions.

The primary purpose of the job is to manage all after-sales technical activities on customer sites, and to develop the capabilities of the individuals and teams delivering those services to increase profitability and market share of, and customer satisfaction with, those activities, while also developing the teams and supporting the needs of other functions to implement Customer Center and Divisional strategies.

As the activities of our employees working on customer sites are only part of our total after-sales service offerings, the secondary purpose is to work with the functions/teams delivering the other elements of the offerings (including, but not limited to, STCs, Service Supply Chain and Product Company Technical Support) to ensure seamless delivery and overall customer satisfaction with our total after-sales service package.

There is a specific responsibility with this position to be a role model for the SHE and Quality philosophies and policies of the Vacuum Technique Business Area (VTBA), because the nature of the activities of our customers can create higher than average SHE risks for our employees, and because SHE and Quality excursions can create very significant financial and reputational impacts for both VTBA and our customers.

The VSS Service Management role, include also a strict collaboration with Sales team (specially with the Account Manager) to work and present together the Solutions that our Customer need.

The role includes to find solutions and opportunities to extend the utilization of the legacy equipment installed base across the region while protecting and increasing equipment and service market share, revenue and profitability.

Working together with the Account Manager the role contributes to the development, and to lead the fulfillment, of innovative service contracts.

Main Responsibilities

To ensure that our Field and OnSite Service teams have the capability and capacity to deliver our contractual commitments to our customers, and any ongoing requirements defined by the Customer Center or Division, professionally, safely and cost effectively, and are deployed effectively to do that.
To drive the rollout of operational best practices as defined by the Division, and to contribute to the ongoing development of best practices by providing feedback from practical experiences of customer site working.
To collaborate with Sales and Account Management, either proactively or reactively, to identify opportunities to increase revenues through the provision of services that are in addition to, or become an extension of, contractual scope of supply.
To collaborate with Customer Center Marketing and Sales and Account management to develop new and innovative service contract options, utilising our full range of developing capabilities and supporting our strategy to develop more sophisticated contracts that are not based on direct selling of labour and materials
To measure and report operational performance quantitatively and qualitatively to enable performance to contract, value added to customers, and performance against internal KPIs as defined by the Customer Center and Division to be reviewed regularly to provide a basis for continuous improvement. Reporting is to both customers and internal audiences, and the scope of reporting includes areas of activity not under the direct management of the job holder (including, but not limited to, STCs, Service Supply Chain and Product Company Technical Support).
To ensure that all service interventions on machines by team members (at a minimum) are recorded reliably and comprehensively using the tools available (such as SMA) to enable our organisation and our customers to identify drivers of cost, downtime and production loss that can be addressed tactically or strategically.
To educate team members in our Customer Center, Divisional, VTBA and Atlas Copco Group strategies, and to encourage them to contribute to the successful deployment of the Customer Center and Divisional strategies with the customers that they work with by observing and actively engaging with customers to assess opportunities and interests, and reporting their findings as leads for followup.
To act as a visible role model for the promotion of SHE and Quality, to ensure that team members embrace the values, philosophies and behaviours expected by VTBA in these matters, and to demonstrate a strategic differentiation from our competitors to our customers.
To build customer confidence and trust in the Edwards brand and contribute to creating a positive environment for future equipment sales through the customer orientation, reponsiveness, agility and professionalism of the field and onsite service teams
To make the EMEA Customer Center VSS organisation a