HEAD OF IOS (SERVICE)

The Head of Service will oversee all aspects of strategic service delivery within Krones Italy, leading the Service team both internally and externally with responsibility for Krones Italy operational activities including new machinery installations, change parts, overhauls, maintenance contracts, project delivery, digitalisation of SLA’s and break-down/repairs on existing equipment.

Role & Responsibilities

• Develop and implement service strategies to improve delivery standards and ensure prompt reaction to service requests. Continually improve response and delivery times to ensure customer satisfaction. Prompt escalation of customer technical issues where necessary.

• Lead and provide guidance and support to the Head of Service Operations, ensuring that Krones machinery projects are commercially and operationally successful; delivered on time and to the required quality/specification; and within budget.

• Lead the business planning process, developing KPI’s for all areas of the business including regular monitoring/review and where necessary develop improvement measures.

• Collaborate with other departments to optimize the overall customer experience.

• Responsible for Health and Safety at Krones Italy.

• Supporting Krones Italy operational activities. Improve service utilisation levels ensuring we meet the annual KPI target. Ensure Krones Italy provide excellent customer service. Develop & maintain strong relationships with customers and third-party vendors to ensure repeat business.

• Actively manage relationships with Krones AG and agency businesses and existing customer base. Ensure we meet annual LCS order intake targets. Promote Krones service products and increase levels of business.

• Working efficiently and effectively to manage all operational issues bringing them to a satisfactory conclusion both technically and commercially. Attending customer and supplier sites as necessary to resolve technical and commercial issues, taking full responsibility to resolve customer complaints.

• Lead the Service team including maintenance managers, team leaders and Regional Service managers. Provide guidance and support to your direct reports, perform regular 1:1, appraisals and managing performance. Perform performance review, investigations, disciplinaries as and when required.

• Planning/co-ordinating regional structure of Krones Italy to ensure that our field-based activities are managed efficiently and effectively, incorporating market development via the regional service structure.

• Lead Krones Italy Operational needs to ensure that Sales and Service activities are fully co-ordinated.

• Ensuring service work in progress in managed effectively and meets KPI, service invoicing is performed promptly and accurately, and debt is collected in a timely manner.

• Maintain a strong working knowledge of industry regulations, restrictions, laws ensuring Krones Italy adherence to these regulations and have full appreciation of current standards, new innovations, tools and processes.

• Build and maintain robust relationships with customers and key stakeholders.

• As a member of the Senior Management Team, actively contribute positively to the shaping of the subsidiary strategy and execution of the Company’s business objectives. Create and present regular updates to the Board of Directors.

• Ad hoc duties as and when required.

Experience and Qualifications

• Technical engineering qualification

• Excellent interpersonal and customer service skills

• In depth knowledge of industry

• Strong leaderships skills to promote team spirit and increase engagement

• Excellent written and verbal communication skills

• Attention to detail

• Excellent organisational skills

• Problem solving skills

• Excellent IT skills