Service Manager

About the role

We are seeking a Service Manager who has experience building and growing business by working with Carrier’s service network, OEMs, and direct customers. The role requires an experienced and aggressive business development professional with solid automotive industry, analytical skills, with exceptional technical skills. The candidate must be able to operate in a matrix organization, working with our service partners, customers as well as sales, product management, and operations teams. This role has significant travel requirements; the successful candidate must be willing and able to travel up to 30% of the time. This position reports directly to the Managing Director, collaborating with sales and service management.

RESPONSABILITIES Highlights

Develop and implement a service network footprint, performance development and sustainability strategy covering both integrated and independent partners in line with the European aftermarket guidance.

Closely follow financial metrics related to GM, absorption, efficiency, productivity, SGA, EBIT and ROS evolution. Implement action plans for improvement and take decisions based on quantified analysis

Monitor sales metrics, implement actions to improve sales performance, and identify opportunities for growth

Administer service contracts to optimize profits, verify obligations are met, ensure customer satisfaction and retention Resolve warranty issues, product recall notices, operational problems with products, premature failures and other issues as they apply to products and equipment sold and serviced by the company

Meet with customers in the service territory to ensure satisfaction and retention as well as prospects for additional service opportunities

Develop service network to ensure efficient customer service.

Interfaces directly with dealers and field service engineers throughout the problem resolution process, including understanding customer issues, conveying action plans, and communicating updates and resolution

Responds to customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans.

Manage accounts receivable and assist with the resolution of customer billing disputes

Maintain extensive knowledge of customers, opportunities, markets, and competition

Actively participate in sales and service department meetings, workshops, and seminars. Keep current on market business and product trends. Continue to pursue in-depth product and service knowledge and acquire deeper selling, technical and financial skills.

QUALIFICATIONS :

Minimum 6-10 years year experience in management after sales and service.

Experience in service network management

Strong client and technical problem solving skills

Uses analytical skills to troubleshoot customer issues effectively

Enjoys teaching / helping customers

Able to work independently or collaboratively as part of a team.

Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.

Strong analytical skills with demonstrated ability to synthesize data from various sources in both graphic and verbal format, while easily translating them to the target audience

Advanced skills with Microsoft Office (Excel, Word, & PowerPoint)

Highly organized with strong attention to detail, while managing multiple priorities

Fluent in the English language

Good knowledge of Microsoft Suite : Word, Excel, etc.

SKILLS & ATTRIBUTES

You ideally have experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success. You have strong oral and written communication skills and have solid customer interaction, interpersonal, and leadership skills. In addition, you have the ability to plan, market, and execute programs through project management skills. Based on the Carrier way, you coach and develop your team, in such way their competencies, skills and knowledge are utilized in the most efficient way.

Education :

University degree in Engineering or similar

Travel :

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is .