Key responsibilities

• Lead service planning activities including maintenance, project scheduling, personnel allocation, and customer performance outcomes.
• Support and develop our Service team, both in the field and back office.
• Translate strategic service plans into actionable operational targets across his customers.
• Oversee operational service processes (maintenance, troubleshooting, spare parts delivery, installations, claims management) and lead continuous improvement initiatives.
• Ensure high levels of customer satisfaction while balancing internal service KPIs and SLA commitments.
• Collaborate with the Head of Cluster on strategic direction and operational goal setting.
• Manage and lead assigned team members, ensuring timely and quality task completion.
• Prepare and negotiate service contracts in line with company standards.
• Ensure adherence to defined service processes and quality benchmarks.
• Drive sales of service products in collaboration with Key and Strategic Account Managers.

Education:

• Bachelor’s degree in Engineering,
• Master’s degree in business administration (MBA).

Skills & Competencies:

• Strong knowledge of technical service operations (maintenance, troubleshooting, installations)
• Experience in customer account management and service contract negotiation
• Proven leadership in managing cross-functional service teams
• Solid understanding of service sales, pricing, and business strategy
• Process-driven with experience in continuous improvement (Lean, Six Sigma a plus)
• Excellent communication and stakeholder management skills
• Fluent in English and French.