Head of Service MEA

G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D.

The whole world trusts us when it comes to physical or digital currencies. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry. As the market leader in advanced currency management, would you like to join us in shaping the future of payments?

Scope and Purpose:

• Develop a Service Strategy for the sustainable growth of the MEA Region in coordination with Regional Heads of Service Sales, Field Service & Support Delivery and Service Backbone.
• The role is to take over the full P&L responsibility for the Service Operations (Delivery, Services sales, Scheduling, Efficiency and Quality), Technical Support, Installation, Maintenance and Service of Banknote Processing Machines, Bank Note Destruction Machines and Software services in the Middle East and Africa region and relationships with internal and external partners.
• To build a high-performance Service Team with improved technical competencies and soft skills using existing and new members in order to enhance the customer experiences with G+D products, solutions and services during the project journey and during after-sales activities.
• Continuously improve service operations for cost effectiveness and efficiency while leading a workforce that is sufficiently motivated and cultivated for professional growth.
• Along with the rest of the management team, this position will be required to promote a One-Team culture focused on achieving the company’s overall goals.
  
  
  

Key Result Areas & Responsibilities:

• Develop a Service Strategy for the sustainable growth of the MEA Region in coordination with Regional Heads of Service Sales, Field Service & Support Delivery and Service Backbone.
• Coach, mentor, develop, retain employees, review and recommend actions if necessary (including regular people review, feedback dialogues, continuous performance management, succession planning, etc.)
• Define best methodologies to achieve effective cross-functional communication and operational level agreements.
• Maintain a 360 view of customer entitlements, service operational activities, key cost drivers, and upsell, cross-sell and new opportunities.
• Use the insights to improve service operational efficiently and maximize customer satisfaction, and farm for sales prospects.
• To manage and control service teams, responsible for:
• Site preparations, installation at customer sites, support Site Acceptance Test and provide onsite support in coordination with Customer Project Management Team.
• Execution of Service & Maintenance (S&M) according to customer AMCs and other service agreements and warranty support.
• Profitability Analysis and Controlling of AMCs.
• Conducting trainings for Customer Engineers and Operators on-site and/or at company premises.
• Conducting in-house repairs of machines.
• Submission of Quotations / Tenders for S&M part (description of service activities, cost calculation) in coordination with Sale Team and Commercial Account Management
• Initiation / support acquisitions of additional S&M turnover (AMCs + Operator Trainings) in co-operation with Sales Team.
• Efficient management and planning of S&M department in terms of costs, service operations and staff in accordance to customer needs and satisfaction.
• Ensuring headcount in S&M is adequate and that staff are skilled to the full extent to handle all type of machines and software of the company product portfolio.
• Provide input to Stores and Logistics Department regarding Spare part requirements and forecasting in coordination with Commercial Account Management and Operations Team.
• Management and Supervision of Third Party Supplier Services (performance, customer satisfaction, activity reports, yearly supplier assessment / feedback / improvement loops).
• Management and analysis of warranty cases - respectively quality costs caused by systematic product deficiencies (technical & cost analysis) – claim of compensation.
• Supervision of invoicing and Outstanding A/R in coordination with Sales and Finance Team.
  
  
  

Job Requirements:

• Degree in Electrical / Mechanical Engineering with MBA or equivalent qualification
• Candidate must have demonstrated a high degree of planning, organizational, analytical, and financial skills and be able to partner and communicate with all levels of an organization.
• 10 + years of experience in field service of high tech mechanical products, preferably within the African / Middle East region with minimum 8 years of experience in Managerial position.
• Experience in inventory management and planning
• Good Communication at all levels of the customer organisation, very strong personality and leadership skills to manage the team.
• Distinct Customer Service skills
• Entrepreneurial attitude (costs, labour, time, quality and always searching for new business opportunities)
• Must be willing to travel frequently (say 50%)
• Must possess Knowledge of Financial and ERP systems