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  • Posted: Nov 3, 2020
    Deadline: Nov 10, 2020
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    Alfa Laval is a leading global provider of specialized products and engineering solutions based on its key technologies of heat transfer, separation and fluid handling. The companys equipment, systems and services are dedicated to assisting customers in optimizing the performance of their processes. The solutions help them to heat, cool, separate and tran...
    Read more about this company


    Service Operations Manager

    Service Operations Manager

    We're glad you want to help us make a difference!
    We create better everyday conditions for people. We do this by contributing to a more sustainable future through engineering innovation. We love what we do and we’re good at it. We're now looking for passionate people to become even better!
    Service Operations Manager
    Alfa Laval South Africa

    We create better everyday conditions for people. We do this by contributing to a more sustainable future through engineering innovation and service excellence. We love what we do and we’re good at it. But now we want to be even better!

    Alfa Laval Middle East and Africa has a strong ambition to become world-class in terms of service quality delivering superior customer experience. We offer a challenging, exciting, and rewarding position in a highly dynamic and interesting organization. We are looking for a passionate Service Operations Manager to further enhance our service culture and presence in South and Eastern Africa.
    Service is a vital point in Alfa Laval’s growth strategy and Service Operation is the organization carrying out these activities. Present network is covering xx countries in the region using own Service Centers and Field Service Engineers as well as Authorized Service Partners with full responsibility for quality and safety implementation.

    Who you are?
    You have a strong service culture and are a proven leader with an experience in running organization across different African countries. You are motivated by customer relations, results, continuous improvement, and have excellent people and communication skills.

    About The Job
    Responsible for leading, developing and securing a high performing Service Operations organization in line with the overall Service strategy and the Alfa Laval culture to:

    • Create an excellent customer experience
    • Meet the Service market demands

    Support Service growth opportunities

    Key Responsibilities And Tasks

    • Secure a strong QHSE culture within the Service Centers and Field Service organization
    • Strong alignment of Service Operations capability development with Divisional Managers responsible for Service linked to the Regional and Global Service strategy, focus areas, and sales activities
    • Lead the Service Operations team, giving the direction and ensuring that they are performing according to the Service strategy with a strong customer orientated mindset
    • Develop, motivate, and coach direct reports to secure resource & development plans are in place and executed
    • Fully responsible for the Service Operations cost forecast and result including investments as well as monitor progress against financial targets
    • Support proactive service sales by lead generation in collaboration with Service sales
    • Manage customer relationships internally and externally towards an excellent customer experience
    • Drive efficiency and improvements in your local Service Operations organization and drive change management to adapt to new market demands to increase competitiveness
    • Planning of training & competence development to ensure the right competences including keeping track of competence improvement and future needs
    • Secure that relevant KPIs are in place to measure and improve performance
    • Maintain ISO 9001:2015 certification and audits structure
    • Ensure compliance with local Laws and Regulation, including leasing with relevant authorities
    • Manage and developing of the Authorized workshops and service providers
    • Define best practice and share that with other Alfa Laval organizations
    • Member of the regional Service Operation Management team

    Your profile

    • We are looking for an experienced service operation manager with 5-6 years of experience from service leadership positions with a university degree.
    • Implement strategies in accordance with the Regional Service Operation vision
    • Maintains high levels of energy and focus over time to achieve ambitious goals
    • Able to see the business from the outside-in, allowing decisions as well as ideas to be guided by the end customer
    • Dare to take initiatives and calculated risks to exceed expectations and achieve business results
    • Empowers others by providing the clarity, resources and support they need to succeed and be accountable
    • A strong team player and facilitates collaboration between others

    Method of Application

    Interested and qualified? Go to Alfa Laval on to apply

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