Service Area Manager

Haarslev is an innovative company that provides powerful processing solutions engineered to benefit the global environment. We apply many different technologies to help and enable our customers to create a cleaner, greener and more sustainable future. As part of this remarkable journey, we are looking for a Service Area Manager.

The job

The role of the Service Area Manager (SAM) is to maintain high customer experience levels by nurturing strong customer relations, delivering performance information, knowledge & advice, recommending solutions to meet the customer expectations for uptime, reliability, and cost of ownership. The SAM should be familiar with rendering industry standards for measuring downtime/efficiency and carries sound knowledge of systematic maintenance principles. The SAM will realize the expected targets for revenue, profitability and growth, and should be viewed by our customers as a trusted advisor. The SAM is responsible for executing the agreed service sales tactical plans for the region in close cooperation with the relevant Management structure.

You will report to the Director of After Sales and be a part of the Service team in North America. 

Tasks and responsibilities

• Be the customer advocate and trusted advisor.

• Provide 360 degree of Customer Care

• Optimize customer relationships by building trust through frequent customer visits and communications.

• Draw up the tactical and operational market plans for the relevant market area, participate in strategic planning, create and monitor annual operation plans and a market approach plan.

• Promote, design and build service agreements in cooperation with sales, for new sales as well as existing customers.

• Identify and act upon upselling opportunities.

• Participate in customer meetings and direct capital equipment sales when requested by capital sales group.

• Hands-on approach to troubleshoot and diagnose potential mechanical issues.

• Manage individual and group budgets.

• Meet the agreed targets effectively and efficiently through the active sales of parts and services.

• Analyze customer data, technical market data and competitor data and to translate these into feedback for the service organization and the rest of the internal organization (Global Service, Innovation, Sales, Supply Chain)

• Monitor escalation process for customers and customer satisfaction

• Gather and analyze data regarding competitors and pirates in the market.

• Facilitates good relationships with Global Service and product experts and drives cross border synergies.

• Maintains strong customer focus to ensure outstanding customer experience thus securing the organization’s goals for growth, sales, profit and efficient service delivery and utilization.

• Monitor/collect customer satisfaction feedback and provide this information back to the Haarslev organization.

• Reasonable and reliable attendance

• Weekly travel (90%) with possible international travel

• Responsible for the Customer “Experience”

 Other Job Functions:

• Other duties as assigned

 Requirements

• Bachelor's degree preferred or equivalent job experience.

• A service minded self-starting individual, who can manage time effectively and achieve agreed goals.

• Knowledge or experience in the field of rendering is preferred.

• Excellent interpersonal and communication skills as well as the ability to handle multiple tasks and priorities.

• Strong written and verbal communication skills.

• Attention to detail, excellent organizational skills and accuracy is a must have.

• Strong analytical mindset, problem solving skills, technical and mechanical aptitude.

• Ability to work effectively in a team environment.

• Must be adaptable and be able to consistently deal with ever-changing conditions.

• Ability to assume on-call after hours as needed.

**Travel is required

Why Haarslev?