DPC Service Manager
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The Service Manager will ensures day-to-day service and/or support delivery (e.g. support service implementation service hardware licenses) to Agfa customers and/or the Agfa organization. The Service Manager isresponsible for managing the relevant Service department by monitoring costs revenues and employees as well asthird party utilization and providing forecasts on related figures as well as team staffing escalation management up-selling and developing skills concurrently with sold products and the need of the market. He/She gives lead to FieldService Engineers of a sub-region.
The Service Manager will focus on direct customer contact/ escalations/ people management/ Country or Region to achievesales and margins guarantee increasing customer satisfaction and be in line with HQ KPIs (financial and operational).
What Youll Do (Duties & Accountabilities):
- Direct and optimize field service operations for large-format printing systems workflow software and relatedtechnologies.
- Supervise escalation processes issue problems and provide expert examination analysis and communicationof complex Services issues
- Ensure effective preventive and corrective maintenance execution installations and technical support.
- Monitor core service KPIs: uptime SLA compliance response time first-time-fix rate backlog andproductivity.
- Customer Experience & Escalation Management
- Maintain strong relationships with industrial print customers converters and service partners.
- Act as senior escalation point for critical production issues impacting customer operations.
- Drive continuous improvement in customer satisfaction and retention.
- Financial & Service Business Management
- Own the P&L of the service operation including contracts spare parts labor and third-party services.
- Lead up-selling and cross-selling of service contracts consumables upgrades and software licenses.
- People Leadership & Capability Development
- Lead coach and develop Field Service Engineers
- Plan workforce capacity aligned with installed base growth and service demand.
- Strengthen technical competencies in digital printing workflow automation and color management.
- Strategy Compliance & Governance
- Execute regional and HQ service strategies and transformation initiatives.
- Ensure safe ethical and compliant operations aligned with corporate policies and local regulations.
- Promote process standardization digital tools and continuous improvement across service delivery.
What Youll Bring (Education & Experience):
- Degree: Administration business management engineering.
- Languages: English and Spanish.
- Team Leadership.
- Implementation of strategy / tactics
- Service business management Cost management and P&L
- Sales in Service Business Go to market approach.
- Minimum 10 years of relevant service / business experience maintenance activities of Wide format printing.
- Desirable previous knowledge of Latin America market.
- Broad view on processes and tools.
Specific Skills:
- Knowledge of the wide format printing market of the region selling maintenance contracts to end customers and also to dealers
- Strong execution through teams.
- Available for travel over the region (25 - 50% of time)
- Analytic skills and strong in communication.
- Software and applications development project implementation technology support dealerschannel administration.
- Customer service skills including the demonstrated ability to work constructively with both internal andexternal groups. Strong interpersonal skills including the proven ability to network in a global environment.
- Buildrelationships with geographically remote personnel. Ability to understand overall business needs.
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
About Company
Agfa develops and manufactures imaging systems and IT solutions for the printing industry and healthcare, as well as for specific industrial applications.
