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Services Director APAC

As Director services you have the overall responsibility for growing the services business both in revenue and margin as well as delivering best-in-class customer service. This includes the end-to-end ownership of the services business in the APAC region, from services sales and technical support, through to services execution and customer satisfaction.

Sydney, Australia 26.04.2022

Regional Leadership

  • Develop and deploy a services growth strategy for the APAC region in cooperation with the VP, Global Services
  • Responsibility for P&L management, cost control, budgeting and forecasting of regional delivery teams.
  • Ensure services growth targets are met in revenue and margin
  • Maximize the Services revenues from the APAC install base
  • Actively use the install base to identify and secure services growth
  • Manage and build local skills and competencies in terms of technical support and training
  • Expanding the services portfolio based on local market needs
  • Ensure service execution surpasses industry standards
  • Drive service innovation
  • Work in close cooperation with the different departments as sales, engineering, SASE,… in collaborating within the 2 divisions in our Food setup
  • Manage cashflow and collection
  • Pro-actively drive services sales for all service offerings from upgrades to service contracts, parts and other advanced services
  • Deliver best in class customer service

Service Excellence

  • Manage your service business based on data driven KPIs and standards
  • Deliver service excellence by implementing services standards and best practices
  • Implement a Continuous improvement mindset by managing and monitoring key KPI’s and service levels and completing root-cause analysis to identify improvement opportunities
  • Work in partnership with the wider Tomra Food team to drive strategic direction and provide effective leadership throughout the region.
  • Provide feedback, mentoring and coaching to managers and leaders throughout the region to foster a culture of excellence, continuous improvement and innovation.

Winning Culture

  • Build a high performing team by coaching  and developing your team and delivering high engagement
  • Create and drive an organisational culture where employees are engaged and motivated through demonstrated leadership effectiveness, with a customer first mindset.

Safety and Quality

  • Promote a “Safety first” culture throughout the company, our customers, and our industry.
  • Ensure adherence to safety and quality across all facets of our operation and customer delivery
  • Ensure the team works within agreed operating models, and ensure all decisions are made within agreed authority limits.
  • Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
  • Identify, implement and embed any Excellence initiatives to improve quality, performance and efficiency of the team to facilitate outstanding customer experience

Skills/Abilities

  • >10+ years proven success in building and driving high performing teams in service organizations.
  • Frequent travel required (30%).
  • Flexible working hours due to global scope and time zones
  • Fluent in English spoken en written, other APAC languages a plus
  • Experience leading geographically distributed teams
  • Experience in defining strategic plans for business functions in collaboration with cross-functional stakeholders
  • Strong Leadership skills

Please apply via tss-jobs.be@tomra.com