Service Center Manager at Alfa Laval

About the role:

The individual will be responsible for leading, developing and securing a high performing Service Centre organization in line with the overall Service strategy and the Alfa Laval culture in order to

• Create an excellent customer experience
• Deliver service excellence - safety, quality, delivery and cost 
• Meet and develop the service market demands supporting service growth opportunities

The main activities include the following

• Secure a strong QHSE culture within the service centers.
• Manage and develop capabilities needed to support the overall service strategy whilst leading and implementing the service transformational roadmap.
• Responsible for the Service Centre cost center forecast and result including investments and managing progress against financial targets.
• Drive continuous safety and efficiency improvements as well as innovative processes and technologies and implement change management to adapt to new market demands and increase the competitiveness of the service center.
• Support proactive service sales by lead generation in collaboration with service sales.
• Manage customer relationships internally and externally towards delivering excellent customer experience.
• Lead the Service Centre team and Field Service Team giving direction and ensuring that they are performing with a strong customer orientated mindset.
• Develop, motivate and coach direct reports and secure a proper competence development.
• Adapt quickly ensuring availability of internal and external resources based on customer demands.
• Identify and manage high quality sub-suppliers for repairs and reconditioning and general purchases optimizing cost and ensuring high quality service.
• Ensure that service jobs are executed according to importance in close cooperation with sales and deviations are reported and aligned with sales.
• Implement and follow up on relevant KPIs to measure and improve performance
• Define best practice and share that with other Alfa Laval organizations
• Manage and develop authorized workshops and service providers.
• Member of the regional Service Operations Management team

Competencies, Educational Qualification, Years of experience

• Mechanical engineer with 10+ years’ experience including managing a service center or workshop . Ideally experience in GPHE and rotating equipment - decanters and HSS
• Individuals with strong service culture, customer focus, results driven, continuous improvement mindset, excellent people and communication skills, ability to build relations internally and externally and agile easily adapting to changing circumstances 
• The person would be managing total team size of 10-15 employees.