The Customer Service Manager is primarily accountable for :

·     Supporting the Managing Director in making strategic decisions (market growth, market positioning and segmentation, Diversification, Business Development strategies, preparation of business plans…)

·     Running the Commercial and Sales department (generate the required Sales Order Intake (SOI) for whole business spare parts and services, market intelligence, Coordination with HO, Budget preparation (SOI) and follow up etc…)

·     Supporting Fives & HO in the region for all business related activities
Accountabilities
 
Sales Order Intake (SOI) & Commercial Activities - 60%

·        Manage the targeted SOI for Spare parts and services on monthly basis

·        Monitor all SOI and commercial records and data aiming for continues improvement

·        Manage, coordinate and work closely with the business development team to promote business and Fives branding

·        Reviewing key spare parts offers and all technical and commercial proposals prepared before submittal to customer

·        Ensuring compliance with Fives procedures and Organizational Memo (OM)

·        Define and coordinate commercial actions and information and priorities on weekly basis

·        Coordinate with and support Technical Department

Analysis and Strategy - 30%

·        Creation and presentation of yearly SOI budgets and constant monitoring of Key Performance Indicators used to analyze the company performance for overall growth and improvement

·        Analyze the SOI gap between the actual and the budget and make recommendations

·        Prepare the company business plan for SOI

·        Mapping of SOI and commercial strategy with the Managing Director

·        Assist in creating short term and long term strategies for overall company direction in line with parent company strategy 

·        Perform and assist the Managing Director in decision making and any requested task

Legal & Administrative support - 5%

·        Represent the company legally and administratively

·        Deal and support establishment of contracts with different parties: customers, suppliers, contractors, services providers and third parties

·        Ensure implementation of relevant Directives and Guidelines

HSEQMS and Safety - 5%

·        Strongly work and support the HSEQMS management and culture in the company

·        Take on the championship of an Element(s) of the HSEQMS if nominated to do so

Qualifications
Minimum:

·        Bachelor’s degree in Engineering and/or Business 

·        Minimum of 5 years of experience in technical, commercial, sales and strategies

·        Minimum of 3 years managerial experience

·        Experience with Microsoft tools

·        Highly developed computer/spreadsheet/modelling/database skills

Desired:

·        Business school, MBA, Master’s degree in engineering and management

Relevant Experience
·        Self-driven, demonstrating good leadership skills (lead by example)

·        Strong capacity to anticipate problems and meet deadlines

·        Structured and dynamic

·        Good interpersonal skills (as (s)he will have to deal with all levels of the company)

·        Ability to develop his / her teams by providing clear guidance, coaching and feedback

·        Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation

·        Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards

·        Flexible team player that thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent tasks

·        Highly analytical with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes

·        Strong ability to take distance from the figures and match the figures with reality

·        Provide a work of a high quality standard.

Education: technical (ideally mechanical) and commercial experience:

- Five (5) years’ experience working on bids/proposals preferred

- Knowledge of Fives ECL / Solios Equipment (Desired)

- Proven customer relations