Service Manager Middle East & EWA
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Key skills for this role
About the Role
Stanley Black & Decker is hiring a Service Manager for the Middle East & EWA region to oversee after-sales service, manage service P&L, develop authorized service networks, and drive warranty reduction.
Key Skills for This Role
Responsibilities
- Ensure customer satisfaction on repair times, quality, and costs via management of the Service
- Ensure after sales KPIs for service transactions and helpdesk
- Be owner and key contact for escalated service and quality issues within the region
- Understand end users/dealers requirements and implement actions accordingly
- Manage SBU Service P&L
- Establish systems for Warranty reduction & Quality Improvement. Take the lead on managing product liability claims
- Develop/Audit authorized service agent network and central repair unit(s)
- Project Management to deliver the agreed projects in time
- Implement and utilize Stanley Black & Decker systems and solutions to improve service accessibility and effectiveness
- Organize service trainings
- Control order placement from the distributor and follow up on the order process of spare parts
- Provide support to Finance in managing financial relations between Stanley Black & Decker and service centers
Requirements
- 3 5 years of experience, preferably in related fields
- University degree in engineering (mechanical or electrical) preferred
- Commercial exposure and/or background within Stanley Black & Decker
- Technical and repair knowledge of power tools preferred
- Strong interpersonal, negotiation, follow up, and documentation skills
- Fluency in English, both written and spoken
Full Job Posting
Key Responsibilities
- Customer satisfaction on repair times, quality and the costs via management of the Service
- Ensure after sales KPI s for service transactions and helpdesk
- Being Owner and key contact for escalated service and quality issues within the region
- Understand end users / dusers/dealers ealers requirements and implement actions accordingly
- Managing SBU Service P&L s
- Establish systems for Warranty reduction & Quality Improvement. Take the lead on managing product liability claims
- Develop/Audit authorized service agent network and central repair unit(s)
- Project Management to deliver the agreed projects in time
- Implement and utilize Stanley Black & Decker systems and solutions in order to improve service accessibility and effectiveness
- Organize service trainings
- Control order placement from the distributor and follow up on the order process of spare parts
- Provide support to the Finance in managing the financial relations between Stanley Black & Decker and service centers
The Person
- 3 5 years of experience, preferably in related fields
- Preferably a university degree in engineering (mechanical or electrical)
- Commercial exposure and/or background within Stanley Black& Decker, which includes previous experience within a commercial role
- Technical and repair knowledge of power tools is preferred
- Able to handle multiple priorities, organize, plan, and meet difficult deadlines, and multi task in a fast paced environment
- Strong interpersonal, negotiation, follow up, and documentation skills
- Strong presentation skills with experience of presenting to senior business leaders
- Excellent PC and MS Office skills, SAP knowledge is a plus
- Fluency in English, both written and spoken
Key Internal Relationships
- Commercial Team
- Marketing Team
- Customer Service Team
- Planning and Supply Chain Team
- Regional Service Leader
Key External Relationships
- Service Agents
- Distributors
- Consulting Firms for Service Related Issues
- Government Agencies
The Details
- You'll receive a competitive salary and a great benefits plan, including discounts on Stanley Black & Decker tools and other partner programs.
Who We Are
- We're the World's largest tool company. We're industry visionaries. We're solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative.
- We are committed to ensuring our state of the art smart factory products and services provide greater quality to our customers & greater environmental and social value to our planet.
- We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.
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