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Service Back-office Manager

Our target is to use outstanding Service as differentiating factor in the customer experience. The quality of both activities in the Service back-office, planning and administration, enable on the front-end and secure at the back-end of the process how we are experienced by the customers.

Leuven, Belgium 29.08.2018

Availability of the correct person, spare parts, flawless processes, high accuracy, customer orientation, professional communication and high handling speed are key elements.

The Service Back-office Manager is responsible for:

  • Managing both the planning and the admin team (current state 7 people)
  • Setting the example for the people in both teams in terms of customer orientation (internally and externally), professional communication, quality standards within the teams, standardization of best practices, …
  • Optimizing and further develop the service back-office team
  • Optimize service processes together with the service process developer, creating a state of “Quality today” and “ready for future growth”
  • Serve as ambassador of this department and these processes internally and externally.
  • Advise the management on organisation and improvements of processes to further improve the performance of the department and costs

Roles and Responsibilities:

  • Manage the Service Back-office team
  • Strong coordination and continuous improvement with the Service team to enable and secure full customer satisfaction, looking at administrative and planning tasks.
  • Ensure continuous communication with all stakeholders on activities and initiatives.
  • Advise the management on organisation and improvements of processes to further improve the performance of the department and costs
  • Having a clear understanding of the company's policies and vision and how the Back-office contributes to these
  • Liaising with customers, the service teams and departments, other departments (HR, Finance, Sales, Project Management, Product Management, …)
  • Responding to and dealing with customer communication by email and telephone
  • Ensuring quality- and budget objectives achievement
  • Coordinating the use of automated and computerised systems where utilised

Candidate profile:

  • Strong people management skills and experience in leadership
  • Strong communication and facilitation skills with demonstrated ability to work in a team and to build a team
  • Excellent organizational attitude, knowledge of Service Back-office processes management and strong follow-up skills
  • Ability to relate to customers, their views and issues, locally and in other countries and cultures
  • Strong in correct & accurate work, leading by example, Passionate about Service (products).

Education/background:

  • A bachelor’s degree in business engineering.
  • At least 8 years of experience in a similar business area & scope.

Other skills/abilities:

  • Strong organizational and time management skills
  • Teamwork and leadership
  • Computer skills are crucial – IFS / SAP, excel, etc.
  • Fluent in Dutch and English oral & written, other languages are a plus
  • You like to work in a fast growing, moving and international environment.
  • You like variety, you adapt yourself easily to different environments and you are eager to learn.
  • You innovate.
  • You communicate smoothly.
  • You are flexible.
  • You act positive and customer oriented

How to apply:

Please send your CV to TSS-Jobs.be@tomra.com