Function
Service Director Parcel North America
Position Summary
Our Parcel Services division offers a worldwide service portfolio, which includes operations & maintenance services, spare parts supply, process optimization and system upgrades and modifications throughout the material handling system's life cycle at Parcel customers. The Service Director is responsible for the Services Business for our Parcel customers in the region. Provides leadership, management and direction to a team of Service professionals and actively manages customer satisfaction to assure recurrent Parcel business. With an installed base over 600M USD in Parcel in North America we believe there are serious opportunities for Service growth and this position is pivotal to make that growth happen.
Job purpose statement
- Manages the Parcel Service team in the North American region. Responsible for Service sales, Contract management, Spare part management, RMR sales, Warranty & Quality, Field Service, Subcontractors etc.
- Works closely together with the Service Director AMZ in the region and assures we operate in an aligned manner as Service Distribution in the region.
- Manages stakeholders up to senior management both at customer and Vanderlande in the region.
- Continuous development of the Vanderlande Service proposition in the region.
- Actively creates business opportunities in Service with Parcel customers in the region and grows the overall Parcel Service business.
- Support with the ramp-up of new Service contracts (SBS/SUS).
- Implementation of Life Cycle Plans for key customers in the region
- Escalation of incidents (external & internal)
Qualification and abilities
- > 5 years (international) service (management) experience
- Entrepreneur, people manager and a good communicator, who can develop long term supplier and customer relationships and/or networks
- Background in automated handling systems, the capital goods industry and/or system integration business. Understands business criticality of the systems.
- Used to work with 3rd party service providers and sub-contractors
- Knowledge of service contracts is an advantage
- Education level: Technical/Commercial Master degree
- Strong customer focus and service mindset
- Excellent verbal and oral skills in English
- Spanish language skills are a plus.
- Willing to travel within the region and to HQ (40%).
- Drive for continuous improvement
- Commercially minded
- Team builder
Responsibilities
- Final responsibility for the Parcel Service business results in the region.
- Parcel Service Representative of Vanderlande in the Region.
- Part of global MT for Service Parcel
Key activities
- Drive the growth of the Service business.
- (Support in) preparing and set-up of service contracts.
- Set up / Management of service contract(s): staff, operations, quality, finance/P&L Contact with customer
- Problem solving and trouble shooting.
- Continuous improvement
- Reporting to customer
- Communication with HQ and other regional Service Managers
- Cost control, warranty issues.
- Budget control and evaluation.
- Managing contracts with subcontractors and customer.
- Control and improve maintenance methods.
- Escalation during big incidents.
- Weekly and monthly reports.
- Responsible for health, safety and environment on service sites.
Work pattern
Day time and on call 24/7 for major escalations with Parcel customers
Hay
90/100
Competences
- Commercial drive
- Organizational sensitivity
- Group-Oriented leadership
- Customer-orientation/Service mindset
- Maintaining relationships
- Systematic thinking
- Defining and developing strategies
- Perseverance
- Entrepreneurship
- Safety Leadership