Company Description
Syntegon is a global leader in process and packaging technology. With around 5,800 colleagues in nearly 20 countries, the Syntegon Group works on intelligent and sustainable technologies for the pharmaceutical and food industries. Let's contribute together to ensuring that people worldwide are provided with high-quality medications and safely packaged food.
With our global service organization and our comprehensive service portfolio, we contribute sustainably to the profitable growth of our customers. Together, let's help ensure that people around the world are supplied with high-quality medicines and safely packaged foods.
Job Description
Summary (of role and how it fits within organisation):
The Aftersales Manager is responsible for supporting our frontline Customer Service Centre’s in proactively driving business that equates to 30% of the company’s revenue. The Aftersales Manager will manage a team consisting of Field Service Manager, Technical Author, Technical Manager and the Modernization business consisting of administration and engineering function. They will be expected to contribute significantly to the overall planning and delivery of the Aftersales businesses in total as well as work with colleagues throughout the business to achieve the best possible result for Syntegon Group as a whole.
The After Sales manager will proactively work with these heads to offer service excellence to a wide range of customers.
The Aftersales Manager must be a strong team player and be able to work with other lead team players in the business sharing information and working to a common goal.
Key Responsibilities:
Within area of operation, the After Sales Manager will:
- Deal with commercial queries.
- Direct management of an office team of 6 staff
- Monitor the department’s performance & KPI’s.
- Maintain excellent and consistent levels of customer satisfaction in terms of support and service quality.
- Customer relations and complaint resolution
- Visit customers to generate new business and manage existing customers, globally.
- Responsible for post shipment register and hold post shipment meetings with team, giving feedback and coordinating any actions. Continually monitor post shipment issues and resolve as necessary.
- Ability to identify all training needs for the department. Action and report.
- On receipt of customers purchase orders, attend relevant ‘Kick Off’ meetings.
- Manage office administration to include, invoices, timesheets and expenses etc.
- Ensure the volume of quotations going through the department is in line to achieve OI and Margin targets.
- Develop a modernisation customer offering solution for upgrades & obsolescence.
Specific Features:
- Knowledge of ERP / MRP systems
- Knowledge of CRM
- Ability to engage with all levels of organization both internally and at customer.
- Good business acumen
- Interest in packaging business
- Valid passport and ability to travel globally to proactively generate new business.
- Driving license
- Understanding the Syntegon Service Model / offering
Targets and measures:
The job holder’s success will be measured by, but not limited to:
- Service Delivery Performance Targets
- Spares business revenue target (Sales & Margin)
- Service business revenue target (Sales & Margin)
- Modernization business revenue target (Sales & Margin)
- Training business revenue target (Sales & Margin)
- Margin slippage
Qualifications
Knowledge and Skills:
The job holder will hold the following knowledge and skills.
- Strong leadership and collaboration, communication skills required, conflict solving and moderating skills.
- Commercial knowledge and target orientation
- Strong customer orientation, technical competence (Syntegon Portfolio) and Project Management skills
- Project management competence,
- Strong English language skills
- Having a specialist knowledge on Kliklok products/machines
- Knowledge of installations processes, including machine ingress and risk assessments.
- The job holder must have the strategic capacity and people management skills to plan and manage a team.
- Must have engineering expertise and background knowledge specifically in special purpose machinery, globally.
- Having a service-oriented appearance towards customers
- Lead by example in accordance with Syntegon branded Values and Business Code of Conduct
- Ensure Product Liability Standards are followed and enforced.
- Ensure H&S guidelines are followed and enforced.
Additional Information
Remuneration & Benefits:
- Competitive salary
- 25 days holiday per year plus bank holidays – increasing to 28 after 5 years’ service.
- Christmas shutdown period (deducted from annual leave entitlement)
- Pension Scheme with Aviva; ER contribution is 4% EE minimum contribution is 5%
- Life Assurance 7 x annual salary (Provided by Yu-Life)
- Simply Health Medical Cashback plan – Level 1 company paid, can increase level of cover and add dependents which is deducted from salary.
- Group Income protection
- Cycle to work Scheme (once passed probation)
- Tech Scheme (once passed probation)
- Perkbox – platform enabling discounts for various retailers.
- Bosch/Neff/Siemens; Staff discount for home appliances
- An excellent opportunity to gain experience within a global company.
This list is not exhaustive and serves only to highlight the main emphases of the position. As the position and company develops, the tasks may expand or change accordingly.
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