Sub Regional Service Business Manager | Marel

8,000 Employees Worldwide - 4 Locations in the Netherlands

Sub Regional Service Business Manager | Marel

Scope and Authority

  • The Sub Regional Service Business Manager (SRSBM) is responsible for customer management and service sales in the sub-region;
  • Responsible for the achievement of the set service sales targets (including service contracts, services and spare parts) for all installed base in the sub-region and that customer satisfaction is high;
  • Develop and manage a short and long-term plan for the sub-region, including sales, customer support and management and team development. SRSBM also support in development of regional budget and target setting;
  • Deploy the agreed plan that lead to successful achievement of all goals for the sub-region and support fulfillment of region’s goals;
  • Manage, motivate and support the commercial team in the sub-region, with external sales, internal sales and supporting roles. Drive team work, engagement, customer focus and pro-activeness.
    o Direct reporting: Customer Care Managers(CCM), Customer Support Coordinators (CSC), Spare Parts Coordinators; (SPC) and Service Contract Coordinator (SCC).
  • Hands on support CCM and CSC in sales and management of customers when needed;
  • Ensure that all customer touchpoints are aligned and defined customer journey expectation is communicated and understood to commercial team and other functions in the sub-region and customers in sub-region;
  • Ensure a close collaboration, alignment and knowledge sharing with other commercial teams, other functional teams, Regional Sales Directors (equipment sales) in sub-region and Industries/Service Area Managers (SAM);
  • Responsible to ensure commercial escalation is done as agreed and that all persons in the sub-region commercial team know and follow the escalation process;
  • Drive build-up of market and customer knowledge for the sub-region. Ensure that all business intelligence and opportunity management data is up to date like CRM, customer reports, installed base and sales reports for the sub-region;
  • SRSBM reports to the Regional Service Business Manager.

    Main Tasks

  • Build and actively lead customer focused and pro-active commercial team in sub-region to reach sales and customer satisfaction targets;
  • Drive effectiveness and consistency in how the commercial team in the sub-region is working by applying both global processes and local best practices. Secure continuous sales, product, process and equipment training for the team;
  • Direct responsibility for all staff reporting into the role, meaning:
    o Setting measurable targets and create a performance culture of continuous improvements;
    o Coaching the staff to ensure the goals are achieved drive engagement;
    o Reviewing performance against agreed performance criteria (KPI) and perform annual review;
    o Dealing with shortfalls, and initiate performance turn-around actions;
    o Input to RSBM on incentives or promotions;
    o Communicate to HR/RSBM any concerns.
  • Analyze market potential, customers, competitive situation, installed base and existing business in sub-region and develop short and long term business plan for services in the sub-region to achieve set targets;
  • Support RSBM in preparation of the Operational Plan and budget for service for the region;
  • Drive execution of the business plan to ensure that the sales targets are reached as well as customer and employee satisfaction;
  • Visits to Customers with the CCMs, assist with closing orders, evaluate visits, give feedback and set plan;
  • In collaboration with CCM develop and maintain the relationship with key customers;
  • Manage and maintain pipeline of opportunities, their status, and follow up activities;
  • Work closely with Regional Sales Managers to ensure opportunities are captured and Marel approach customers in aligned way;
  • Drive consistency in way of working, knowledge and best practice sharing by close co-operation with the other sub-regions and functions in service;
  • Support co-operation with the Service Area Managers (SAM) and industry teams;
  • Work with CCM and CSC in escalations in the sub-region when necessary, according to defined process;
  • SRSBM is expected to travel frequently within the region and internationally as and when required;
  • Other duties assigned due to the need of the business.

    Skills and Abilities

  • Excellent commercial skills, including sales, and is a successful business leader, who has lead team(s) in an aftermarket services environment;
  • Has strong people management skills and is self-motivated;
  • A naturally outgoing individual with a profound ability to interact with customers and teams alike;
  • Proven experience together with a strong desire to lead a team of customer facing staff, internal and external sales;
  • Ability to comprehend, service products and concepts, and consult with customers and colleagues on what solutions; are available;
  • Analytic as well as results driven and goal oriented person;
  • Structured individual with the ability to drive adherence to global processes for service;
  • Computer skills including the ability to work on common applications such as Microsoft Office, Salesforce, SAP etc;
  • Experience with highly sophisticated food processing equipment or food processing is preferred or experience from other machine or technology industries.

    Education, Knowledge, and Experience

  • Bachelor or Master Degree in Mechanical or Electrical Engineering and/or Business Administration or similar preferred;
  • Excellent written and spoken English;
  • Leadership, People manager, Commercial incl. Sales, Professional, Analytical;
  • Experience in commercial management and sales in service business (after market) roles in B2B environment;
  • 5+ years’ experience in similar position;
  • Experience from food industry preferred.


Marel at a glance

Marel is a global leader in transforming the way food is processed.

We support the production of high quality, safe and affordable food by providing solutions, services and software to the poultry, meat and fish processing industries, in addition to the newly acquired verticles of pet food, aqua feed and plant-based proteins.

Sustainability is at the core of our business, our groundbreaking solutions reduce waste while improving yields and creating economic value.

With a network of around 7,000 people in over 30 countries, we’re always close by and ready to help. From the first spark of inspiration to implementing a solution, we’re committed to excellence in everything we do.

Key numbers
Employees Worldwide
Locations in the Netherlands
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