Service Manager Caterpillar Transilvania

Bergerat Monnoyeur, the dealer of Caterpillar equipment in Romania and the Republic of Moldova, is hiring:
Service Manager for the Transilvania region (R2) - construction equipment activity.
Candidates' residence can be near Cluj Napoca.

Eligibility Criteria:

Field experience in after-sales is mandatory
Experience in coordinating and organizing service activity
Experience in coordinating, piloting, and analyzing a team
Good PC operating skills (MS Office, Outlook, service applications)
Advanced English language proficiency
Leadership (creativity/vision/progress)
Planning and defining individual and collective objectives
Coaching, evaluation-appreciation-commitment
Exemplary written and verbal communication skills
Ability to analyze and interpret reports
Ability to implement projects
Analytical and synthetic thinking
Rigor and organization
Adaptability
Autonomy
Availability for travel in the Transilvania region (we have offices in Timisoara, Cluj Napoca, and Brasov)

Job Description

In the context of objectives set by the Technical Director, the role of the Regional Service Manager is to implement and pilot at the managed region level, the strategy regarding providing efficient and reliable service to customers, in accordance with Bergerat Monnoyeur's company commitments regarding expected profitability.
The Regional Service Manager will develop the profitability of service processes in R2, will guarantee compliance with productivity and turnover objectives, will ensure the training and motivation of service teams in R2 – Timisoara workshop, external works for field teams in Timisoara, Cluj Napoca, and Brasov, invoicing.

The Regional Service Manager has objectives for developing the profitability of the service activity. He/She is responsible for the good management of relationships with customers who benefit from after-sales services and for the development and piloting of R2 service operations.

Management and planning of operations:
Ensures the application and compliance with processes and commitments of service operations
Proposes action plans for the activity
Proposes changes in the subordinate personnel structure if applicable
Coordinates service activity in the allocated region
Ensures the achievement of objectives by the service teams, as well as compliance with the company's customer-oriented policy
Together with the external works coordinators, ensures the maintenance of equipment and vehicles in good working order, in accordance with current standards
Maintains and develops constructive relationships with support departments - Spare Parts Marketing Manager, Logistics Manager
Participates in national projects for continuous improvement of service processes
Develops and updates KPI reporting: Technician Productivity, Work in Progress, travel analysis, Service Profitability, Customer Satisfaction Level, Analysis of various specific activity applications.

Customer relationship management
Contributes to increasing customer satisfaction
Explains and convinces customers of the added value of Bergerat Monnoyeur service, as well as the quality of after-sales services offered by the company
Manages the evolution of the customer satisfaction rate
Reports customer complaints, proposes and follows up on dispute resolution

Financial management:
Monitors the status of ongoing businesses in region 2
Updates and analyzes service dashboards
Proposes action plans aimed at increasing service productivity and profitability
Participates in defining the budget required for the purchase of tools and instruments necessary for improving working conditions and work safety
Weekly analysis of outstanding service and spare parts receivables (REC) in compliance with internal debt recovery procedures established by the financial-accounting department

Team management:
Ensures a necessary and efficient workforce relative to the workload
Supervises, motivates, and functionally coordinates the operational service teams in region 2
Contributes to the evolution and development of the competencies of service teams
Participates in personnel recruitment and selection
Manages outsourcing resources (contract, clarity of role and responsibilities)
Ensures professional relationships with company employees

Benefits and work tools:
Motivating salary package, performance bonus;
Life insurance with a clause for reimbursement of medical expenses amounting to 1000 lei per year;
Health insurance that includes free consultations, analyses, and in-depth investigations;
Gift vouchers for children on June 1st and winter holidays;
Meal vouchers worth 35 RON/ working day;
Access to the Bookster online library;
Company car – for field activity; phone, laptop.