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.