Services Technical Director (Packaging and printing equipment, Technical Support)

Western Equipment manufacturer Company (packaging and printing equipment) looking for Services Technical Director (Packaging and printing equipment, Technical Support)

Task: organisation, supervision and control of Service Team: Field Service Technicians, Technical Support Specialist, Area Sales Manager and Spare Parts Department in scope of their professional activity, evaluation of efficiency and results.

Responsibilities:

• Managing and supervising a team service organization (by using available tools – CRC, SAP, Salesforce etc.)
• Management, actively develop and tailor Service Team to market requirements (subordinated to up to 25 people), overseeing Service Team recruitment and appraisals, permanent control of Service Team skill and provide them appropriate training (if necessary) to deliver a high standard of customer service.
• Ensure customers satisfaction, Build positive relationship with customers.
• Managing FST dispatching process, service reports, time sheets and travel claims
• Keeping contact and cooperate with customer support teams within Product Lines
• Investigating and solving customers' problems/claims, which may be complex or longstanding.
• Handling incidents, such as a technical or security issue, taking proper steps inside Company, investigating and solving customers' problems/claims, which may be complex or longstanding.
• Analyzing statistics or other data connected with Service Team.
• Writing reports that our organization expects
• Developing customer service procedures, policies, and standards for Field Service department
• Active knowledge sharing among departments using Company Group tools, close cooperation with Machine Sales Team

Requirements:

• Technical/business education preferably on university level
• Experience of at least 5 years in service or customers’ support organization on managerial position in international or Russian company (manufacturer of packaging or printing equipment)
• Experience in using ERP programs (SAP preferably) and IT tools.
• Good English in speaking and writing. Highly desired French or/and Germany
• Detail-oriented and self-organized personality, ability to make independent decisions
• Customer friendly communication and problem-solving skills, networking skills
• Leadership skills and Team leader
• Readiness for business trips (Russia, CIS)
• Performance (Improve continuously, Drive for efficiency, push for innovation)

Conditions:

• Salary + annual bonus
• Official registration in accordance with the Labour Code of the Russian Federation
• Social package: VMI (including dentistry, insurance from NS after the probationary period), mobile communications, company car, corporate catering, corporate events, gifts for employees' children.
• Office - Moscow