Service & Operations Manager

4 weeks ago

Lahore, Punjab, Pakistan Atlas Copco Holding GmbH Full time

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.

The Role

As a Service Manager;

  • Lead and guide aftermarket service department to achieve service excellence by providing quality services to our customers.
  • Support aftermarket department in the implementation of service activities, arranging required resources to execute service activities.
  • Responsible for the development of service & administrative personnel (service planners) in line with our ambition of continuous, sustainable profitable growth of the aftermarket division.

What we expect from you?

  • Responsible to maintain service department's KPIs and operational efficiency by proactive management.
  • Develop and lead service team through active, regular meetings, field audits and personal feedback meetings.
  • Contact to planner to gather info for planning or any admin topic.
  • Specification to office staff (scheduling) of which technician can and should be used for which assignment (suitability matrix per technician and area).
  • Participate in, implement, and perform variance analysis of service quality objectives in region.
  • Regular focus on safety-related issues; use of communication channels provided to service technicians and documentation of actions taken.
  • Support and cooperation with marketing/sales.
  • Key account support together with responsible salesperson in the territory.
  • Actively participate in continuous service improvements.
  • Participate in efficient territory allocation, especially regular customer allocation.
  • Cost responsibility within the scope of defined responsibilities.
  • Check utilization of technicians and make any corrections in Initiate/request work planning.
  • Equipping the technicians with tools & measuring equipment (who needs what; due diligence assessment).
  • Central contact for service in the country.
  • Authorization to set priorities and, if necessary, to change them (e.g. planned deployment dates of technicians) in individual cases and after a corresponding comprehensive assessment of the overall situation. In any case, this must always be coordinated with the office staff and the technicians concerned.
  • Goodwill and warranty commitments to customers according to Procura.
  • Complaint owner for Operational Complaints (service and invoice complaints for completed services) nationwide.
  • Evaluation in case of occupational accidents and near-accidents as well as reported unsafe situations, if necessary, in cooperation with the SHEQ manager.
  • Implement outsourcing and subcontractor service quality management.
  • Manage Service report quality & hours booking correctly through MAM2.

To succeed, you'll need:

  • Highly technical and customer service oriented with a University Engineering Degree in Mechanical / Electrical engineering or proven applicable direct experience with the compressed air industry.
  • 6 to 8 years' experience in Compressor Technique Service / Technical Aftermarket role/ Related services industry.
  • Great working knowledge / experience of compressor technique product portfolio/ Rotary equipment.
  • Mature leader with a passion for technical curiosity, problem solving and effective operations management.
  • Management skills to manage / motivate a team of qualified field and back-office staff.
  • Ability to understand customer needs, applications and propose comprehensive solutions.
  • Commercial skills to evaluate customer benefits while minimizing financial risk to our organization.
  • Persistent, dynamic personality & self-motivated.
  • Knowledge of Computer (Microsoft Office).
  • Well versed in analysing technical issues.
  • Strong understanding of service management and value creation principles.
  • Have mindset to think strategically and raise solution to problems.
  • Dedicated attention to detail.
  • Ability to multi-task and prioritize.
  • Excellent presentation skills.
  • Must be a good listener.
  • Advanced computer skills (MS Office).

In return, we offer:

  • We believe and foster a learning culture where global mobility is an important enabler for growth.
  • Our learning culture supports you on your journey: benefit from our individual learning opportunities (LinkedIn Learning e.g.), our feedback culture, the internal job portal, global project assignments, or on-site training from our academy.
  • You will experience an onboarding program.
  • We support you and your well-being with different programs supported by our Wellness Committee and Social Committee.
  • We offer health insurance, paid leave, and retirement benefits.

What you can expect from us:

At Atlas Copco, we have a friendly, family-like atmosphere and a culture known for respectful interaction, ethical behaviour, and integrity. We offer plenty of opportunities to grow and develop, as well as the potential to see your ideas realized and make an impact. You will have plenty of occasions for international interaction and, as part of the Atlas Copco Group, you also have access to global job opportunities.

Diverse by nature and inclusive by choice:
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.

  • Functional area: Service
  • Country: Pakistan
  • On-Site/Remote: On-Site
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