Operations and Service Manager

7 days ago


Lahore, Punjab, Pakistan Atlas Copco Holding GmbH Full time

We are seeking a highly technical and customer service-oriented individual to join our team in Pakistan as a Service & Operations Manager.

About the Role

This role involves leading and guiding the aftermarket service department to achieve service excellence by providing quality services to our customers.

The successful candidate will have experience in Compressor Technique Service / Technical Aftermarket role/ Related services industry, with a University Engineering Degree in Mechanical / Electrical engineering or proven applicable direct experience with the compressed air industry.

Key Responsibilities
  • 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.
  • 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.
  • Coordinate with the office staff to arrange resources for service activities.
  • Ensure cost responsibility within the scope of defined responsibilities.
  • Check utilization of technicians and make any corrections in Initiate/request work planning.
  • Equip technicians with tools & measuring equipment (who needs what; due diligence assessment).
  • Authorize to set priorities and, if necessary, change them (e.g., planned deployment dates of technicians) in individual cases and after a corresponding comprehensive assessment of the overall situation.
  • Manage goodwill and warranty commitments to customers according to Procura.
  • Oversee complaint handling for Operational Complaints (service and invoice complaints for completed services) nationwide.

Requirements

To succeed in this role, you will 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 analyzing technical issues.
  • Strong understanding of service management and value creation principles.
  • Have mindset to think strategically and raise solutions 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).


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