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Required qualifications and experience
University degree in Engineering;
Minimum 3 years of proven working experience in Service Operations in field related industry;
Strong analytical skills;
Ability to effectively communicate at all levels;
Strong interpersonal and exceptional problem-solving skills;
Good planning and organization skills
English language advanced level;
Computer literacy (Microsoft Office);
Implement service and analysis platforms, target on continuous optimization of services and data, accumulate and transfer knowledge as well as expertise to service department for specific projects or services.
Monitor performance via specific performance measurement system. Elaborate performance-measuring system and further develop if required;
Supervise the service providers in order to ensure high quality customer service in terms of consistency, courteous behavior towards the customers and optimum operation of the equipment at all times, transact service business and draw up contract for services;
Supervise insourced service and refurbishment activities in Bucharest;
Make proper use of the service best practices in order to provide the appropriate service to our customers;
Provide technical seminars on new products, e-communications systems and service procedures to the service network;
Follow up the implementation of provided services upon request, issue reports as per manual and indicate areas of quality improvement for Service Cost reduction;
Perform periodical market inspections on work quality and spare parts integrity as well as equipment control so as to ensure alignment with quality standards;
Achieve the response time goals on all service orders agreed by contract so as to ensure and exceed customer satisfaction;
Control spare parts stock level and replenishments of the service network and company Service Center, so as to safeguard efficiency and improve response times;
Provide technical support to the service network when needed so as to sustain its efficiency at all time;
Assist in the formation of Customers Commercial proposals in an effort to design and submit professional realistic and profit oriented offers;
Responsible for warranty & post warranty service within assigned territory / customer;
Identifies new potential suppliers and negotiates service fee with approval of Service Manager;
Identifies and proposes cost improvement measures;
Coordinate the process of contracts signing;
Monitor and ensure achievement of established KPIs, as per contract with each customers and subcontractor .
Participates in cost budgeting exercises and ensure cost targets are respected.
Monitors monthly technicians performance and controls performance bonus as per company scheme.