Service Business Manager

Company Description

Instron specializes in the manufacturing, marketing and maintenance of testing machines intended to evaluate the mechanical properties and performance of materials. Instron has more than 1,200 employees worldwide with 25 sales and service offices across every continent. Our employees speak your language in more than 40 countries, allowing us to communicate with our customers and provide unrivalled customer service and support worldwide.

You will be responsible for the development and management of our IPS Germany Service Business. Working closely with the European Service Business Unit Manager you will help develop the Service Business in line with corporate strategy through continuous process improvement, identifying and maximizing growth and investment opportunities, nurturing the team and our accounts.

Job Description

• Manage our IPS Team in a manner that results in their development, promotes good employee relations, high motivation and a commitment to our company and our customers.

• Key Account Management
• Acquire a thorough understanding of our key accounts needs and their requirements.
• Develop and grow trusting relationships with our key accounts.
• Coordinate periodic key account review meetings.
• Nurture relationships with our existing contract accounts & up-sell services where appropriate.
• Work closely with our local Sales Team and global Business Teams to grow our business, through the implementation of joint local sales and service strategies.
• Grow our service business revenue and market share by acquiring new business through penetrating competitor accounts and recovering previous customers.
• Provide timely response and support to our customers (including handling of complaints).
• Manage the IPS Germany P&L (including inventory and timely periodic forecasting) ensuring the achievement of service revenue and margin targets in line with our long- range plan.
• Provide management and leadership to the German service team ensuring that goals are met.
• Regularly observe and train staff to ensure they have the skills required to meet their business objectives.
• Ensure our business management systems are utilized correctly and accurately to provide efficient control of our service operation.
• Monitor installation and warranty costs and activities for efficiency.
• Make a full contribution to the company’s efforts to reduce costs, improve quality and our customer experience using process improvement and the ITW Tool box as required.
• Represent IPS Germany at Instron Germany GMBH management team meetings.
• Ensure that all relevant local legislation is complied with.
• Perform other related duties that may be required from time to time.
  
  
Key Competencies (includes Skills)

Ability to:

• Understand and sell technical service products
• Negotiate commercial contracts
• Forecast
• Manage key accounts
• Build relationships
• Prospect
• Exceptional Communicator: able to communicate fluently in English and German to varying audiences both through verbal and non-verbal means. Must be able to collate, analyze and communicate relevant information in the’ Customers’ language.
• Leadership: can energize and enthuse their team around a common goal or purpose, providing support and direction as needed. Must possess a high level of emotional intelligence and influencing skills.
• Customer oriented: create and sustain a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.
• Prioritization: ability to prioritize through the evaluation of tasks and balancing a variety of competing stakeholder needs.
• Supervising and developing direct reports: working actively to drive direct reports performance, develop those with potential and support those where performance may need extra attention.
• Organizational agility: be well organized, able to navigate all levels of the organization as required to get the job done. Have a good understanding of how the organization functions.
• Self-starter: pro-active with the ability to work with minimum supervision.
• Team Player: work well as a team player.
• Embodies the organization’s values and behaviors.
  
  

Qualifications

• Degree level or equivalent qualification in Engineering.
• Full clean German driving license.
  
  

Additional Information

• Previous experience in a similar role, managing teams driven by objectives and financial targets.
• Good financial understanding and experience managing budgets and full P&L.
• A successful track record of selling profitable and sustainable service products.
• Business development, sales and negotiation experience.
• Experience of managing and improving customers’ experience.
• Strategy development and implementation.
  
  

WORKING CONDITIONS

• Role will be office and field based. (Up to 60% travel will be a requirement of this role)
• A variety of office and factory environments with limited physical discomfort due to temperature, noise, dust etc.
  
  

This is an opportunity to join a high-performance team where you can have a significant impact. Benefit from competitive compensation and benefits.

Instron is an equal opportunity employer.