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  • Job reference: RMS0161702

Technical Aftersales Manager

  • Sector: Engineering
  • Location: Saudi Arabia
  • Job type: Permanent
  • Date posted: 14/10/2015
  • Time left:
    d h m s
    (29/10/15)
This vacancy has now expired.
The Company:
International Aerospace OEM.

The Role:
Responsible for the development and implementation of the Customer Care policies in KSA, including but not limited to, the bid phase, network implementation, network operating and maintenance phase. This position is responsible for the successful achievement through each phase, on time, on quality and on budget. This position has supervisory responsibility of the Care Team.

Provide day-to-day leadership and management to achieve or exceed delivery targets, profitability, EBIT, cash flow and business goals and objectives.
Responsible for Service Contract Management of SLA’s (Service Level Agreements).
Manages the technical, performance, quality, and financial aspects of Service Contracts
Create and manage Care Activity budget
Continuously monitor and maintain revenue and profitability goals established for the Care activity. Prepare a “get well” plan for negative variances.

Project Bid Phase
• Works independently or as a member of the project bid team, to ensure care services are incorporated into every project
• Prepares service descriptions and quotations including care management, documentation, training, repair, spare parts, maintenance and technical support
• Network Implementation Phase
• Serves as a member of the Customer Project team.
• Prepares services delivery including deliverables quality, costs and lead times.
• Defines setup for Care support.
• Develops and monitors Care WBS (Work Breakdown Structure).
• Develops, updates and maintains the Care Plan in cooperation with stakeholders.
• Develops and enforces Care processes including repair process, documentation, trainings, technical support, spare part logistics, etc.
• Interfaces with Project Manager for Care services
Network Operating & Maintenance Phase
• Responsible for Service Contract Management of SLA’s (Service Level Agreements).
• Manages the technical, performance, quality, and financial aspects of Service Contracts.
• Manages the relationship between the customer and Sales, to define Services Contract.
• Communicate any operating and maintenance information, as well as obsolescence cases together with an obsolescence management solution plan.
• Manage the day-to-day interface with the Customer, including management of punctual orders and change order management (if not leading to setting up a Project Implementation team), with the Regional Sales Director’s involvement
Care Plan
• Develop, update and maintain the Care Plan for each customer.
• Continuously report work in progress, including assessment and proactive plan related to risks of the Services Contract to management and the Regional Director.
• Alert management and the Regional Director of any problem(s) which could severely affect the progress and/or margin of a Contract and prepare an plan of action to resolve issues.
• Authorize the start and stop of activities liked to the scope of work of each Services Contract in a timely manner.
• Develop and conform to Services performance metrics and deliver periodic reports to the Customer, including a corrective (get well) plan, as appropriate.
• Report any new Service and/or new business opportunity to the Regional Director
Care Policy
• Define and implement a Care Policy for care services with the objective of delivering customer committed services per agreed quality and performance metrics.
• The Care Policy to adhere to Clients Total Cost of Ownership for its customers and follow the general rules of the global Clients Care Policy
Leadership
• Exhibit desirable and appropriate professional behaviour including leadership, sense of urgency, independent judgment, teamwork, ability to get along with others, creative thinking and personal integrity to provide a cohesive, productive department dedicated to the achievement of corporate goals.
• Provide day-to-day leadership and management to achieve or exceed delivery targets, profitability, EBIT, cash flow and business goals and objectives.
• Provide leadership for employee relations through effective communications, coaching, training and development; motivate others to perform well.
• Provide leadership for problem resolution to facilitate improvements and improved working relationships.
• Inspire respect and trust.
• Foster a success oriented and accountable environment within the department
Supervision
• Ensure roles and responsibilities are clearly defined for all positions in the department; modifying as needed.
• Set goals with staff that ensure organizational alignment.
• Determine headcount needs.
• Monitor performance, provides regular performance feedback, and conducts effective performance evaluations that reflect these key objectives.
• Communicate and work with Human Resources regarding performance problems, disciplinary action and terminations.
• Actively participate in the new hire process per company recruitment process

Essential Skills / Qualifications:
Minimum of 10 years experience in post sales services delivery; 5 years at or above a supervisory level.
Minimum of 7 years experience in managing large systems logistics.
BS in Business, Computer Science or related degree
Strong experience in Project Management. PMP Certified preferred
Strong communication skills, verbal, written and interpersonal.
Strong leadership skills, ability to manage on-site and remote teams.
Strong presentation skills.
Highly analytical and organized.
Ability to multi-task, prioritize tasks, make critical decisions.
Ability to work independently as well as in a team environment.
Ability to work productively with frequent interruptions.
Ability to work the required hours of the position.
Ability to travel, at times on short notice
Microsoft Office and PC based applications.
Good knowledge of Microsoft project or other project planning tool.

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