Service Manager

Kalmar keeps global trade moving. Our innovative solutions contribute to every fourth container movement in the world and help transform the future of cargo handling. We believe in collaboration, delivering on our promises and that people make the difference._

**Purpose of the position**:
The Service Manager leads the service business and service organisation, knows the customers and service opportunities, manages the day to day requirements of the maintenance and service teams and drives continuous improvement in processes, planning and execution at their local facilities. The Service Manager is responsible for daily service operations, service profitability and is accountable for service profitability and retail revenue and forecasting.

**Main tasks and responsibilities**:

- Oversee daily service operations
- Review customer service contracts, cost and financial data to improve profitability
- Improve processes and planning in support of organisational goals in line with “best practice”
- Plan the use of the team resources, delegate tasks and accountabilities and work schedules.
- Monitor, evaluate performance and improve performance
- Facilitate coordination and communication between the various Kalmar departments and also with the customers
- Liaise with management and assist with the development of strategic plans for operational activities
- Implement and manage operational plans
- Ensure all repair work is carried out safely and efficiently
- Minimise machine down time
- Oversee management and planning of rosters to ensure total coverage for the customer
- Ensure Kalmar and contracting Staff comply with Kalmar company procedures and regulations
- Work in close cooperation with Country HR Manager to ensure retention of good personnel, work climate
- Work in close cooperation with Country OpX key user to ensure efficient and profitable operations
- Work in close cooperation with Sales Managers to plan and price service sales
- Ensure all administration and commercial work is carried out in a timely manner
- Ensure all required reports are submitted within the required timeframes, both internally and to the customer
- Ensure all purchasing complies with the Kalmar corporate policy
- Represent Kalmar in meetings with the client site representatives
- Ensure all assets are identified, managed and controlled
- Ensure all repair and service items are recorded SAP
- Communicate with Kalmar staff and contractors on a as required bases in a professional manner
- Develop technical workforce in line with Kalmar business needs
- Ensure that a training programme is in place, and ensure that no job is commenced without a safety review taking place
- Ensure all tools and equipment being used are available and in a safe condition
- Ensure all relevant procedures are in place to support the business
- Ensure a safe working environment at all times
- Comply with the policies and procedures in accordance with the law
- Ensure all incidents are logged in STEMS
- Assist in maintaining a high level of customer satisfaction by providing for timely, professional and effective communication and service support response to all internal and external client inquiries including training needs.
- Contribute to strategic planning and decision making at service management team level.
- Assist with establishment of operating budgets; monitor the cost, effectiveness, and reliability of installation activities to optimize resources, prioritise spending, and ensure that standards are met
- Provide support to warranty administrator as required for determination of warranty claims
- Assist with management of any Kalmar Terminal products in-field improvement requirements if/as advised by factory and maintain required records to enable completion reporting on same
- Ensure the maintenance of accurate records of all Service aftermarket related matters in relation to equipment in field
- Provide monthly reporting in relation to Service aftermarket activity to Executive Management

**What you’ll need to succeed**:
Education
- Relevant Trades Certificate

Experience
- 10+ years maintenance experience
- Experience managing shift teams
- 5+ years in a similar supervisory position

Competencies
- Ability to think strategically and communicate at different levels
- Good communicator, empathic, structured, service minded, customer
- oriented
- Excellent interpersonal, oral and written communication skills with a proven ability to write in a variety of formats and for diverse audiences
- Leadership skills, team player
- Local languages, English required
- A creative thinker / problem solver
- Analytical and strategic thinking
- High level of influencing skills
- Negotiation skills
- Ability to meet objectives within deadlines
- Commercial acumen
- Demonstrated ability to handle multiple assignments and adapt to changing priorities
- Conflict management skills
- Resilience

Skills & Knowledge
- In depth-knowledge of mobile equipment
- Custome