F&B BU Service & After Sales Sr Manager

Purpose:

- The role is responsible for leading after-sales service operations, customer support, and spare parts management within the assigned region.
- It coordinates the AS and Service activities, ensures high service quality, operational efficiency, and customer satisfaction, working closely with service teams, dealers, and key stakeholders like logistics, procurement, R&D and Plant

Scope:

- To reinforce service & after sales force for F&B in EMEA market
- To provide an opportunity for carrier growth by a wide exposure to international customers and experiences.


Principal Accountabilities and Responsibilities:

- Oversee after-sales operations, including service teams and spare parts logistics.
- Ensure compliance with service quality standards and company policies.
- Review and improve processes, monitor service KPIs, response times, and issue resolution metrics to optimize performance.
- Set and guarantee, in accordance with F&B Sales, the level of service to provide to F&B customers. Manage customer escalations and service recovery processes to ensure quick and effective resolutions.
- Oversee spare parts inventory, warranty management (in co-design with Sales and Quality), pricing strategies, and distribution logistics within the region.
- Lead, coach, and develop regional after-sales teams to ensure high performance and professional growth.
- Implement training programs for service technicians and customer support staff.
- Develop and execute the regional after-sales strategy, aligning with overall business objectives, leveraging the synergies with Retail and identifying new commercial initiatives.

Requirements:

- Degree in Engineering. Logistics, Business Administration or a related field
- Professional experience in the same role or similar (3-5 year e.g. commercial background)
- Ability to develop a strategic vision
- Entrepreneurship and courage and the ability to manage change
- Excellent analysis skills, result orientation, flexibility and initiative
- Solid customer service attitude
- Excellent multi-level communication skills
- Availability to travel to meet customers/attend shows in the EMEA perimeter

Note
- This position will be sponsored both internally and externally
- Home Office Contract