Service Center Manager

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Overview

Innovation, Efficiency and Ambition: this is what VAT has stood for over 50 years.

With this passion, VAT has grown to become the leading international developer, manufacturer and supplier of high-performance high-end vacuum valves and vacuum sealing technology, employing over 2000 people worldwide. The headquarters are located in Haag (Switzerland), with production centers in Switzerland, Malaysia, Romania and Taiwan.

VAT's service centers/operations supply both OEM and end user customers in all relevant markets with original spare parts, valve repair, field service and technical support as well as training (in-house or at customer's site).

The Head of the SG and MY Service Centers is responsible for the execution of the Service Center Strategy as well as for Business Development in close cooperation with the regional Sales Organizations and the Business Unit. While striving for utmost customer support and satisfaction by providing service excellence (service operations), the jobholder is finally accountable for the profitability (P&L) within the responsible service regions (SG, MY).

Responsibilities

• Service Excellence: implement best practices in materials, logistics, response, support and delivery time at competitive cost and best possible pricing
• Strengthen operative service processes (repair efficiency)
• Enhance operative service capabilities (repair and field service)
• Optimize organizational structure (efficiency and flexibility)
• Service Standards & Skills: refine and implement service center standards and enhance skills for all service employees
• Establish training program for Asia service personnel
• Install service training hub either in SG or MY
• Operational Readiness: monitor and balance operational capabilities of the service centers in SG and MY, run service centers in line with demand and growth and ensure readiness
• VAT-SG service center: drive for higher efficiency and turnover
• VAT-MY service center: to be stand-alone, highly profitable and volume-focused
• Service Network: enhance service capabilities in field service, in particular field support for quality interventions or retrofit projects
• Service Performance: implement key performance indicators, drive Service Operations Excellence
• Service Process/IT: take on duty and role of service center representative for VAT internal IT-project UNITIY (new ERP system)
• Main contact for VAT IT during project
• Definition of service center operations processes
• Run function and integration tests
• Exchange information with world-wide service centers
• Support international roll-out
• International travel required

Additional Requirements & Remarks

• Focus: customer-, business- and result-oriented
• Entrepreneurial: driving customer satisfaction and service excellence
• Cross-cultural: taking a direct approach but considering people
• Key Performance Indicators (KPIs): Gross Sales (topline), CM and EBITDA; Quality, Response Time and Price of entire service offering and delivery

Formal Education & Knowledge

• Solid education (degree) or equivalent experience in mechanical engineering or a related field
• Proven success records in service management and service development
• Business fluent in English, other languages (i.e. Chinese) desirable
• Beneficial: knowledge and experience in vacuum and coating technology
• Beneficial: additional studies in business administration and management

Experience Required

• Experience in managing a team of repair and service technicians/engineers in service organizations in SG and/or MY
• Demonstrated leadership in driving enhancement in the field of operational excellence
• Experience in strategy implementation and execution as well as service business development

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