Service Manager

Want to join a company that's changing the world of food waste? Then join the team of The Waste Transformers as Service Manager.

About the company

We turn food waste into positive value on-site with our innovative food waste solution. We developed an on-site containerized anaerobic digester, called a Waste Transformer. It is placed next to companies or in communities that produce food waste. Biodegradable waste, such as kitchen waste and commercial waste, is used to create biogas and then converted into electricity and heat. The food waste itself turns into liquid natural fertilizer ready to replace (polluting) artificial fertilizers.

With clients in Africa, Europe and the Middle East, and a team from 8 different countries, our company is very international and embraces diversity.

About the role

Main goals:

• Manage all aspects of our Service Department: people, installations, performance, spare parts, suppliers, etc.
• Establish and manage Remote Service Monitoring System (RSM)
• Coordinate third party (channel partners, distributors, etc.) maintenance activities and organizations, in line with The Waste Transformers' (TWT) service programs and interests
• Ensure high maintenance standards and customer satisfaction
• Contribute to the overall P&L by turning Service into a center of profit.

Main responsibilities:

• Develop and execute service strategies, policies and procedures in coordination with the other functions, especially Sales and Tech
• Focus the attention on TWT Remote Service Monitoring System (RSM) as a primary part of the Service Dept. and a strategic weapon of the company
• Analyse and optimize service delivery processes considering a dispersed installed base and the presence of third parties as service providers
• Grow and lead the Service team: technicians, remote service operators, field managers, service area managers, etc.
• Manage service people: training, professional development, staffing, shifts of work, etc.
• Coordinate third party Service Departments: end customers, channel partners, distributors, possible service providers, etc.
• Ensure a high performance management of the installed plants, through the Remote System and on-site activities
• Monitor and improve the service metrics key performance indicators related to the efficiency/effectiveness of service, customer satisfaction, service profitability, people management, etc.
  
• Develop and control a service budget with the aim to create a substantial center of profit and excellence
• Ensure compliance with H&S procedures and maintenance regulations and standards in the different markets
  
• Analyse service data and guarantee a continuous improvement in terms of data management
  
• Monitor and resolve service bottlenecks, internal and external at TWT
  
• Cooperate with all the other TWT functions (Sales, Engineering, Manufacturing, Procurement, etc.) to grow the company in a harmonious way
• Create and manage a spare part warehouse
• Define alert mechanisms to activate the most effective and rapid systems to minimize downtimes and blocks of TWT plants
• Address customer complaints and resolve issues related to contractual liabilities

Skills and qualifications

• At least 2 years as head of a service organization in an industry similar to TWT: containerized plants, complex energy products, industrial solutions, durable goods, etc.
• At least 5 years as service technician
• Strong leadership, problem solving and communication skills
• An economic mind in order to contribute to TWT profitability
• Ability to work in an international environment
• Excellent English

What we're offering

• A good salary to match your experience
• 24 vacation days a year
• Fun company drinks and outings
• Annual bonus
• Option to work 32, 36 or 40 hours/week. 

We hope to hear from you! In the meantime, please also check out our website or watch our latest video.