Service Center Manager at Alfa Laval

About The Role

The individual will be responsible for Service Center Team, and day-to-day operations of Johannesburg Service Center. Responsible for leading, developing and securing a high performing Service Centre Team in line with the overall Service strategy and the Alfa Laval culture in order to:

• Create an excellent customer experience
• Meet the Service market demands

This position reports to the Director of Service Operations MEA

The main responsibilities of the position include the following -

• Secure a strong QHSE culture within the service centre.
• Manage and develop capabilities needed to support the overall service strategy whilst leading and implementing the service transformational roadmap.
• Responsible for the Service Centre cost centre forecast and result including investments and managing progress against financial targets.
• Drive continuous safety and efficiency improvements as well as innovative processes and technologies and implement change management to adapt to new market demands and increase the competitiveness of the service center.
• Support proactive service sales by lead generation in collaboration with service sales.
• Manage customer relationships internally and externally towards delivering an excellent customer experience.
• Lead the Service Centre team giving direction and ensuring that they are performing with a strong customer orientated mindset.
• Develop, motivate and coach direct reports and secure a proper competence development.
• Adapt quickly ensuring availability of internal and external resources based on customer demands.
• Identify and manage high quality sub-suppliers for repairs and reconditioning and general purchases optimizing cost and ensuring high quality service.
• Ensure that service jobs are executed according to importance in close cooperation with sales and deviations are reported and aligned with sales.
• Implement and follow up on relevant KPIs to measure and improve performance.
• Define best practice and share that with other Alfa Laval organizations.
• Manage and develop authorized workshops and service providers.
• Member of the regional Service Operations Management team.

Competencies, Educational Qualification, Years Of Experience

• 7+ years of experience managing service centre or workshop.
• Ideally experienced in Rotating equipment (Decanters and High Speed Seperators) and heat exchangers.
• Mechanical Engineering Graduates would be preferred.
• Individual with strong service culture, customer focus, results driven, continuous improvement mindset, excellent people and communication skills, ability to build relations internally and externally, agile and easily adapting to changing circumstances.