Service Contract Manager

Service Contract Manager

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Atlanta, United States of America.
Contract type
Full time
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Position Summary:

As a subsidiary of Toyota Industries (TICO), Vanderlande North America is enjoying rapid growth and extraordinary market demand. Vanderlande is a global market leader in material handling system manufacturing, design, installation, and service. Vanderlande systems employ the latest in robotic, mechanical, and software technology. Vanderlande’s customers are household names in e-commerce, package delivery, and air transportation.

We are currently looking for a Service Contract Manager that will be supporting the Vanderlande North America Warehouse business.

Your position

As Service Contract Manager you will be responsible for managing multiple customer service contracts within North America Warehouse Solutions customer center. You are the sparring partner of our customers with the goal to improve our customer's competitive position in the rapidly changing environment of the Warehouse Automation business. You are profit and loss responsible for a set of customers and ready to build a solid customer relationship. You can identify and generate new opportunities beneficial for both Vanderlande and our customers.

Tasks & Responsibilities

  • Implementing, managing, analyzing and optimizing service contracts in the North America Warehouse Solutions customer center.
  • Prepare and conduct tactical/quarterly meetings together with the Service Manager.
  • Acting as the representative towards the client on tactical issues.
  • Identify and implement improvements in the way of working.
  • You will challenge the Service Desk to initiate root-cause analysis for high profile incidents and might be requested to run day-to-day management of crisis situations in case of escalations.
  • Support in improving Service Desk support processes, including service quality.
  • Procurement (including negotiation) of services by external suppliers needed to execute the contracts.
  • Assist in preparation and implementation of new service contracts.
  • Proactively communicate on progress and status of STO’s and PTO’s and raise the flag on potentials issues.
  • Responsible for preparing contract renewals, addenda and indexations.
  • Together with the service manager identify, generate and sell new opportunities based on the full scope of our service products at our current customer base.

What do we ask from you?

You have strong planning and organizational abilities, together with an entrepreneurial approach in which you are not afraid to take the initiative and make decisions. You have excellent communication skills, and you have a solution driven mentality.

Your profile

As Service Contract Manager you will be in frequent contact with both internal and external customers building up long-term relationships. It is therefore essential that you have good communication skills to understand and direct Vanderlande’s operational processes. You also have good negotiation skills and are able to convince others to do what is best for our customers. You have excellent time management skills being able to prioritize your workload accordingly.

In addition we are looking for the following:

  • You have a Bachelor or Master’s degree. We are open to a junior profile, as well as candidates with 3+ years of relevant working experience (preferably in a logistics or technical working environment).
  • You have a Continuous improvement mindset and a hands-on mentality, not afraid to take content deep-dive.
  • You act as an entrepreneur in our North America market.
  • Willing to travel (20%).

Other Duties:

The role will require the candidate once established to provide cover for other team members, and assist in training , development and mentoring of other members of the team. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.