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Service Delivery Manager

4 months ago

Redhill UK, Surrey, United Kingdom Rapiscan Systems Full time

Rapiscan Systems is an industry leader in detection technology, providing cargo and vehicle inspection systems and services for ports, borders, military, high-threat facilities, and checkpoints to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud. We offer a broad array of scanning system configurations that leverage low-, medium-, and high-energy X-ray technology—or multiple X-ray technologies—to address each customer’s unique security application requirements. Our commitment to excellence in imaging performance, innovative design, and uncompromising quality ensures our solutions consistently deliver best-in-class imaging, high reliability, and operator satisfaction, to help customers find threats and contraband with ease and confidence.

Role Overview

The Service Manager is responsible for managing all product line services and field operations.

Day to day the job holder will manage the Customer Key Accounts and KPI’s from a Service perspective and strive to continuously improve our Customer Experience.

Reporting to the Director of Service - Europe, the job holder will work closely with all internal and external stakeholders from point of sale, product deployment and aftermarket support.

Primarily a office-based role, (depending upon contract) regular travel to customer sites in UK and overseas will be required at short notice.


Responsibilities

  • Interface with Projects, Product line, Engineering, Sales and Service Administration taking ownership of all aspects of Services.
  • Communicate to Senior Management through Service Reviews or other means, updates of the service programs including highlighting issues in a timely manner.
  • Be the voice of the customer to provide visibility and add value to our Customer Experience Strategy.
  • Engage with all internal departments, and externally with our customers and / or distributors, both remotely and in country, to take ownership of, and manage delivery of, all service related and other assigned deliverables, on time, and to budget. Create budget per site and manage install costs.
  • Develop Service management processes, to improve our Customer Experience, reduce costs and risks, and clarify ownership and responsibilities related to Warranty and Service Deliverables. Work alongside the project team to accelerate installations and reach warranty.
  • Manage all Service Contract SLA’s including, POs, payment follow-ups, customer meetings to adjust payments and also make sure projected monthly revenue is achieved.
  • Provide internal analysis and reporting on service performance, SLA, and KPI performance.
  • Take up assigned service projects for entire region as required including Machine update program, Cybersecurity etc.
  • Provide regular customer facing performance and analytical reports. Extract from CRM to produce KPI’s for analyses and discuss with the customer as required.
  • Compile site reports consisting of site surveys, third party requirements, service snag lists and any specialist tooling requirements and raise required CARs.
  • Manage site inventory requirements including planning, shipping, regulatory requirements, inventory checks, replenishments etc.
  • Proactively manage customer relationships with regular feedback meetings and surveys.
  • Proactively manage the wider field service team with regular feedback meetings and surveys.
  • Organise and arrange proactive site visits to support their requirements.
  • Be the single point of contact for service and act as the escalation point for customer issues at all times.
  • Take additional responsibilities as allocated by Director of Service.
  • Work with other Service Managers for Service Delivery, project support and quotes where required.
  • Actively manage service cost base, closely monitor service overtime, costs and expenses of team. Challenge increases in cost, in order to achieve required cost reduction measures.
  • Provide line management support to field-based engineers, providing guidance and support with regards to customer escalation issues, training and coaching. Escalate, issues upward in a timely manager to relevant senior managers.
  • Drive consistency and improvement regards field engineering practises, create a culture of professionalism, control and planning, upskilling teams to provide prompt professional services.

Candidate Requirements

  • Proven extensive as service manager or technical supervisor managing a team.
  • A strong communicator with excellent written and oral communication skills. Able to articulate both the Product and Process to any Customer or Service Stakeholder.
  • Demonstrated experience in Personnel Management with experience at working both independently and in a team-oriented, collaborative environment is essential.
  • Able to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
  • Flexible during times of change and reacts to project adjustments promptly and efficiently.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Knowledge of mechanical, electrical, hydraulic, electronic equipment or complex multi-disciplined equipment or systems. Or knowledge of HV Systems i.e. Radar or Medical
  • Strong understanding of Cybersecurity requirements and remote support capability.
  • Experience in the following systems would be desirable, RESCO, NAVISION, D365, SERVICEMAX