Service Manager

• Ensures Anton Paar’s service guidelines and philosophy within region in accordance with the GM/RSM.
• Defines the annual service budget and necessary resources to fulfil budget in agreement with the GM/RSM.
• Defines and implements the local service strategy, respecting the Anton Paar global service strategy.
• Manages a team of Service Engineers. Interviews, makes hiring and firing recommendations, develops staff, assigns and schedules work, and appraises performance.
• Ensures that Service Engineers are properly trained and their skills are continually being advanced. Conducts staff training as appropriate.
• Ensures that the right service equipment is supplied to the Field Service Engineer acc. to the Anton Paar guidelines.
• Carries out an annual service visit with each of the Field Service Engineers.
• Organizes and/or attends periodic local / regional meetings to share best practices /training etc.
• Defines and implements required service organization to ensure national coverage of all product lines.
• Maintains adherence to service department policies and procedures in accordance with corporate and industry safety and quality standards, and ISO17025 requirements.
• Management of maintenance contract-selling to customers and conducting service-sales.
• Creates and maintains service reports and reporting to GM/RSM.
• Ensures that Field Service Engineers fulfill Anton Paar guidelines of data quality in CRM (e.g. I-Bases).
• Interfaces with cross functional work teams such as applications, customer support/services, product management, manufacturing and marketing/sales.
• Reports product failure trends and/or product weakness to the appropriate product groups.
• Responsible for oversight in the identification and routine calibration of test equipment (required for ISO/IEC 17025 calibrations).
• Final responsibility for Field Service Engineer’s stocks and stock inventory and managing of the remaining Field Service Engineer’s stocks.
• Responsible for increasing service-customer satisfaction, especially in case of negative customer survey feedback.
• Responsible for case time and fulfilling the Anton Paar targets in cooperation with the RSM.
• Defines and implements improvement activities to increase customer satisfaction in agreement with GM / RSM.
• Defines and implements an annual marketing plan for increasing service coverage.

Minimum required education, experience, knowledge and skills

• Bachelor’s degree required in electrical, mechanical or chemical engineering, physics or related field
• 3 years of management experience
• 3 years of experience working in a technical services environment
• Excellent English
• Advanced knowledge of the theoretical and practical application of engineering science and technology
• Skill in using electronic schematics, electronic testing equipment and repair tools in order to assist and support service engineers
• Analytical problem solving skills
• Excellent verbal/written communication and interpersonal skills
• Exceptional customer service skills
• Attends mandatory in-house technical training courses each year to stay current on new developments in the field. Certificates are awarded upon satisfactory completion of each program

• An interesting, reliable and long-term workplace in a Multi-National Company
• An innovative company culture that promotes technical excellence guaranteeing us the position of technological leader in the global market
• A value-oriented working environment that fosters friendly, supportive cooperation between colleagues and, at the same time, provides room for active involvement and individual responsibility
• A competitive salary, benefits package and an opportunity for professional growth within the Anton Paar organization.

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