Service Manager

hace 4 semanas

España SP Industries A tiempo completo

You will be the leader of the Service Operations Team for **SP i-Dositecno**, part of **ATS, **based in the Mataró (BCN-Spain) facility. Leading both daily and strategic initiatives, you will need a strong background in service coordination, planning / scheduling, and fill-finish pharma machinery. You will be collaborative and have the ability to develop and grow the service organisation, leading on the delivery of World Class after sales service for our customers, and financial growth for the business

You will build relationships, both internally and externally, and thrive on challenging the status-quo to ensure a culture of continuous improvement (Kaizen) thrives. Your primary task will be to inspire the service organisation to improve performance through an ethos of “Work Smarter, Not Harder” (Lean Business Practices).

Overall responsibility will include leading the service operations team comprised of service administrators and technicians, closely partnering with Supply Chain, Planning, Engineering, and business managers to create a great customer experience. The Service Operations Manager will lead the team to achieve the safety, quality, delivery, and cost goals to support customer expectations and the business operating plan.

**Daily Performance**
- Responsible for developing staffing plans, forecasts, and coordination with planning, scheduling, supply chain, and field service to ensure all customer requirements are achieved in a cost effective and efficient manner.
- Communicate with customers to help solve production issues and prepare solution scheduling.
- Prepare after-sales offers
- Facilitate problem solving within departments and cross functionally.
- Prepare and submit operating and financial reports to management to ensure there is alignment around current performance and potential gaps.

**Strategic Improvement**
- Ensure cross product training programmes align with the skillset of the team to ensure that all employees are trained to achieve both customer and company goals.
- Review service trends to forecast future capacity requirements to match customer and financial requirements.
- Drive continuous improvement (kaizen) using Lean tools.

**Team Management**
- Ensure all employees are treated with integrity, providing an environment for individual development to the mutual benefit of the customers, business and individual.
- Promote employee engagement and talent development by providing regular performance feedback in 1-1s, mentoring, developing, and motivating.
- Develop an internal talent pool; helping resolve functional issues to achieve targeted performance; creating mid-term and long-term development plans for direct reports, and building a transparent, cooperative, trustworthy working environment for the employees.
- Other tasks as assigned.

**Additional Information**:
**Essential Skills**:

- Has the ability to energize and motivate people and to effectively communicate with all levels of the organisation.
- Always portrays a positive, can-do attitude in both favourable and adverse situations.
- Demonstrated leadership skills and ability to drive change in a fast-paced work environment.
- Proven record of creating, implementing and/or sustaining a lean operation.
- Leads with an elevated level of integrity and accountability.
- Experience in developing, implementing, and improving key performance indicator metrics through strong data analysis and continuous improvement.
- Demonstrated motivational and leadership skills
- Excellent oral and written communication skills
- Effective problem-solving skills
- Effective human relations and negotiation skills.
- Not shy in taking the lead and “getting your hands dirty.”
- Fluent English and Spanish

**Qualifications / Experience**
- Minimum 5-year experience managing a Service Dpt. in a manufacturing and service environment (fill-finish pharma industry preferred).
- Lean, Six Sigma, TPS, or DMAIC experience.
- Experience of ERP, CRM, Field Service planning software
- ISO 9001 experience

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