Service Manager Europe

Inkcups is a leading global manufacturer and supplier of Inkjet and pad printing solutions, laser plate making, inks and printing consumables. We deliver excellent customer service on a global scale. Our goal is to grow our European market presence and to shape our industry’s future. We are a subsidiary of an American multi-national corporation with a flat reporting structure and plenty of passion.

To strengthen our European service team, we are looking for a Service Manager Europe .

Duties and Responsibilities :

• Lead and grow the European Service Team of Field Service Engineers and Remote Support Engineers in line with the European Growth Plan.
• Define and implement profitable service business across all Inkcups Europe territories (European core regions, European expansion, and MEA [Middle East and Africa]); leading to full “Service P&L” responsibility.
• Work closely with Sales Management to grow service revenues at existing customers.
• Strategic planning of field, remote, and local manufacturing resources in close cooperation with Back Office Administration.
• Single Point of Contact (SPOC) for technical escalations; liaison between Europe and HQ : Service, Product Management, Engineering, Manufacturing.
• Project Management for complex installations and system integrations.
• Visits to customers and prospects independently and with sales as well as service

Member of European Leadership Team Weekly Service Meetings (remote & field updates)

Monthly KPI / Scorecard Reporting

Monthly financial forecasts

Customer Satisfaction surveys : create, deploy, analyse, action

Documenting and driving improvement on the Service KPIs (Key Performance Indicators) including but not limited to : Case rates / machine / month.

Case resolution time.

Case parts usage.

Call rates / machine / month.

Call rate travel time, labor time, and parts usage.

Case and call rates by customer.

Case / call closure rates per engineer per month.

Tracking the machine field configuration / upgrade status (software and hardware).

Align with Sales on the route and activities to be performed including PMs, service, customer demonstrations, and the associated technician’s schedules

Qualifications :

Requirements :