[Hiring] Head of Service @CCR (Carrier Commercial Refrigeration)

Role Description

Provide leadership for best-in-class service organization with focus on operational excellence, customer experience, revenue, and GM increases.

Responsibilities

• Owning and managing local Service P&L - full responsibility for revenue and costs
• Analyse P&L on a monthly base and take immediate actions if required - aligned with Service Operations Lead
• Leadership of Local Service Organization
• Communicate results and central expectations regularly to local Service Team
• Analyse operational KPI's on monthly base and take immediate actions if needed - discussed in monthly review
• Managing Customer Relationship
• Managing Subcontractors (pricing, SLA’s, capacity, qualification and EHS)
• Implement and follow Commercial and Operational Principles
• Analyse Key Account Data (sales and margin per customer/contract) and take corrective actions if required
• Re-adjust pricing of local contracts/labour-rates according to inflation/cost increases
• Attract, hire, train and develop field technicians - with the support of HR, service specialists and CO2OLacademy
• Revisit standard processes (Certification L1 - L3) to ensure their efficiency and adjust them if required
• Execute central initiatives and follow CCR strategy
• Participate on central organized reviews/calls - be prepared and propose corrective actions if required
• Claim and Dispute management

Qualifications

• Fully understand the P&L structure (from revenue to costs and absorption)
• Know how to influence the P&L with operational KPI's with specific actions
• Deep knowledge about all Service KPIs, understand how they interconnect and how to influence them
• Understand all Service standard processes
• Business Judgement - understanding the market situation, customer segment, sales potential, and competition
• Understand customer needs and provide expected services - aligned with financial targets
• Deliver positive results in the agreed timeframe
• Drive change by leading with example, demanding results and create a winning culture
• Pro-actively take actions to improve local performance and share best-practices
• Expert in teamwork - creating a productive, positive, and inspiring environment
• Strong communication and leadership skills
• Time Management – any activity must be performed in respect of the given timeframe - persistent, focused on targets/results, flexible, working independently and in teams
• Customer and service orientated - as well as a high degree of initiative and resilience
• English language - advanced
• Technical Education – general management - leadership

Benefits

• Competitive Salary: Attractive compensation package commensurate with experience
• Work Environment: Dynamic and inclusive work culture with a focus on innovation and collaboration
• Professional Growth: Opportunities for continuous learning and career advancement within a global company
• Benefits: Comprehensive benefits package