Program Service Delivery Manager

3 days ago

Doha, Qatar RAPISCAN SYSTEMS Full time

**The Service Manager is responsible for managing Service Program in Qatar**

Day to day the job holder will manage the customer requirements and associated KPI’s from a Service perspective and strive to continuously improve our Customer Experience including managing the distributor engineers on a day-to-day basis.

Reporting to the Director of Service, the job holder will work closely with all Internal and External Stakeholders from Point of Sale, product deployment and aftermarket support.

Primarily based in Doha, Qatar but regular travel to customer sites overseas when required at short notice.

**Role Responsibilities**
- Interface with Projects, Product line, Engineering and Sales, taking ownership of all aspects of the Service Programs.
- Communicate to Senior Management through Program Reviews or other means, updates and snapshots of the Programs including highlighting issues in a timely manner.
- Be the voice of the customer to provide visibility and add value to our Customer Experience Strategy.
- Engage with all internal departments, and externally with our Customers and / or Distributors, both remotely and in country, to take ownership of, and manage delivery of, all service related and other assigned deliverables, on time, and to budget. Create budget per site and manage install costs.
- Develop Program management processes, to improve our Customer Experience, reduce costs and risks, and clarify ownership and responsibilities related to Warranty and Service Deliverables. Work alongside the project team to accelerate installations and reach warranty.
- Work with the Contract Management Department, to draft, improve and feedback on customer contracts.
- Manage all the contracts in allocated sites including, chasing POs, payment follow-ups, meetings to adjust payments and also make sure projected monthly revenue is achieved.
- Provide internal analysis and reporting on service performance.
- Manage all the Field service engineers in the country including job allocation, site visits etc
- Provide regular customer facing performance and analytical reports. Extract from CRM to produce KPI’s for analyses and discuss with the customer as required.
- Compile site reports consisting of site surveys, third party requirements, service snag lists and any specialist tooling requirements and raise required CARs.
- Manage site inventory requirements including planning, shipping, regulatory requirements, inventory checks, replenishments etc.
- Proactively manage customer relationships with regular feedback meetings and surveys.
- Proactively manage and assist our distributor relationships with regular feedback meetings and surveys.
- Organise and arrange proactive site visits to support their requirements.
- Be the single point of contact for service and act as the escalation point for customer issues at all times.
- Take additional responsibilities as allocated by Director of Service.
- Work with EMEA Service Manager for Service Delivery, project support and quotes where required.
- Developing and implementing service standards and procedures for the service delivery department, updating service methods to improve overall efficiency
- Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
- Ensures all department tools, equipment and vehicles are in good working order and have the required licenses/certificates valid.
- Collaborate with the Service Director in hiring, training, daily supervision, evaluation, and coaching/counselling of the service team
- Ensure appropriate risk mitigation procedures are implemented including disaster response.
- Meet or exceed financial expectations, budgets and goals, monitoring pricing, and reviewing cost data.
- Actively participate in tenders, working with sales, Projects, Sales and bids teams on tender review and proposal development.

**Experience & Attributes**
- A strong communicator with excellent written and oral communication skills. Able to articulate both the Product and Process to any Customer or Programme Stakeholder.
- Demonstrated experience in Personnel Management with experience at working both independently and in a team-oriented, collaborative environment is essential.
- Able to conform to shifting priorities, demands & timelines through analytical and problem-solving capabilities.
- Flexible during times of change and reacts to project adjustments promptly and efficiently.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Knowledge of mechanical, electrical, hydraulic, electronic equipment or complex multi-disciplined equipment or systems. Or knowledge of HV Systems i.e. Radar or Medical.
- A graduate Degree in engineering and or management highly desirable.
- Arabic language proficiency required and will be a major advantage. would suggest fluent in Arabic and English is a must.
- Highly competent with MS Office Suite, including Wor

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