Service Management

Company Description

Anton Paar Brazil is a subsidiary of the Anton Paar group, recognized worldwide for its excellence in the development of high-precision instruments for measurement and analysis. Operating in various sectors, such as pharmaceuticals, food, chemicals, and petroleum, the company stands out for its technological innovation, quality, and strong commitment to science. In Brazil, it offers specialized technical support and advanced solutions, contributing to the growth and reliability of its clients' processes.

Job Description

Management of in-house and field technicians and the administrative service team.

Key Responsibilities:
• Ensure adherence to company service guidelines and philosophy;
• Define the annual service sales budget and the resources required to achieve targets agreed upon with leadership;
• Determine pricing for the service department;
• Manage the service team (in-house technicians, field technicians, administrative assistants, and contract sales staff) and oversee quality;
• Plan and provide appropriate training for the service team (technicians and administrative staff) to enable them to perform their duties effectively;
• Interview, hire, and train new employees;
• Ensure the team has the appropriate tools to carry out their work;
• Accompany field technicians on service visits;
• Plan and implement the service structure needed to meet the requirements of all product lines;
• Ensure compliance with service department policies and procedures in accordance with corporate safety and quality standards and ISO 17025 requirements;
• Manage the sale of preventive maintenance contracts and ensure the delivery of sold services;
• Oversee inventory and manage parts used by technicians during service operations;
• Increase customer satisfaction regarding service calls (especially in cases of negative feedback);
• Ensure the achievement of department metrics (orders, revenue, case time, customer satisfaction);
• Act as a liaison between application, manufacturing, sales, and marketing teams.

Qualifications

• Bachelor’s degree.
• Postgraduate degree – preferably an MBA in Business Management;
• Fluency in English.
• Proficiency in the Microsoft Office Suite.
• Knowledge of SAP ERP.
• Minimum of 3 years of experience in a leadership role.

Additional Information