Support Services Manager
hace 2 días
**Job Title**:Support Services Manager
**Business Company**:Industrial Automation Business (IAB)**Location**:Madrid, Spain**Employment Type**:Permanent**Support Services Manager (SSM)**
From providing support to our customer to increase the performance of their machines during their entire life cycle, Services is one of our fastest-growing areas. You will be on top of providing the best support to our customers while improving their experience during all the steps of the customer journey. The Support Services Manager will also collaborate with defining and executing the OMRON global services strategy to increase the services business results and provide a highest lifetime value to our customer is Spain and Portugal. Reporting to the Services Manager, you will be in close cooperation with customers and other OMRON teams internationally.
**Key Responsibilities**
- Collaborate in the development of the OMRON Iberia’s services strategy.
- Collaborate in the implementation of the overall OMRON’s services strategy.
- Review the current support services procedures and evolve them while focusing on the best customer experience by managing internal projects.
- Define action plans and set KPIs and measurement for following up the support services business.
- Participate in PDCA meetings for following-up the plans defined and executed, the outcome and any action needed.
- Arrange and/or participate in training programs (either in Spain/Portugal or other European Countries) related to the services business.
- Participate in webinars, off-site events, and industry conferences.
- Develop different kinds of services deliverables for both internal and external use.
- Support Services business promotion and communication (either internal or external).
- Increase customer’s intimacy, gather the customer voice and feedback.
- Develop and maintain an updated benchmark of the different support services offered in our target markets.
- Manage different groups of people with different seniority.
- Senior responsibility in handling complaints from our customers.
- Support the different sales teams in support services related matters, including project management support, contracts management or GTC reviews.
- Align closely with sales teams to provide implementation proposals and establish confidence with prospects in our ability to deliver support services.
- Working according to company OHS policy.
- Positively influence the OMRON reputation by dedicated and professional approach to the customer.
- Provide a comprehensive monthly report to your direct line manager.
**Key Background**
- Minimum of 3 years’ experience in a service management role leading different groups of people.
- Experienced in customer intimacy and relationship management.
- Strategic mindset with a demonstrated ability to understand stakeholders’ challenges and deliver creative solutions.
- Proficient in communication skills able to interface at all levels.
- Strong commercial awareness and negotiation skills.
- Technical background and a solid experience in Food & Beverage, Pharma or Automotive service markets is preferable.
- Great interpersonal and leadership skills.
- Advance level English skills.
- Outstanding knowledge about Microsoft 365 platform.
- Experience with Sales Force and SAP platforms is very valuable.
- Passionate about new technologies.
- Bachelor's degree.
**Req ID**:1504
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