
Service Operations Lead
7 days ago
Atlas Copco Holding GmbH is a leading provider of sustainable productivity solutions. Our products and services enable our customers to improve their productivity, profitability, and safety.
Job DescriptionWe are seeking an experienced Service & Operations Manager to join our team in Pakistan. As a Service & Operations Manager, you will be responsible for leading and guiding the aftermarket service department to achieve service excellence by providing quality services to our customers.
You will support the aftermarket department in the implementation of service activities, arranging required resources to execute service activities. Additionally, you will be responsible for the development of service & administrative personnel (service planners) in line with our ambition of continuous, sustainable profitable growth of the aftermarket division.
Key Responsibilities- Maintain service department's KPIs and operational efficiency through proactive management.
- Develop and lead service team through active, regular meetings, field audits, and personal feedback meetings.
- Contact planner to gather info for planning or any admin topic.
- Specify 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.
- Regularly focus on safety-related issues; use communication channels provided to service technicians and documentation of actions taken.
- Support and cooperate 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.
- Equip technicians with tools & measuring equipment (who needs what; due diligence assessment).
- Central contact for service in the country.
- 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. 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.
- Evaluate 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.
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