EMEA Hardware Warranty Service Operations Manager

First 4 Personnel

  • Uxbridge, Greater London
  • £100,000 per year
  • Permanent
  • Full-time
  • 15 days ago
Do you have experience of managing a hardware warranty service delivery business across Europe, working with 3rd party providers? Do you have a good understanding of how a service business works in different countries?This is a fantastic opportunity in a relatively green field site to set up a new hardware service business in different countries across EMEA. Previously outsourced to one contractor, they have now gone out to tender to provide a multi-partner operation across the EMEA region to provide servicing and repairs for faulty hardware, to end users.You’ll set up the business processes, numerous 3rd party service providers, across the region, negotiate the contracts, SLA’s and KPI’s that you’ll want your contractors to meet, and train their engineers.You’ll manage, monitor and maintain the operation, business processes, improving the overall costs to the business, expand the geographical exposure and support, and increase revenue.What do you need?
  • Previous experience of managing a hardware warranty and service delivery business across Europe
  • Strong understanding of the operational challenges of managing multiple partners.
  • Ability to negotiate contracts, set up SLA’s and KPIs, costings, analysis
  • Demonstrable experience and understanding of up to date service support solutions, processes and technologies.
  • Willingness to travel within Europe, Middle East and Africa (including any Covid secure policies that airlines may enforce)
  • Ability to provide leadership, professional decision making and effective team working & management, as the business grows, so you’ll need to build a team.
  • Proficient using MS Excel for reporting and analysis
  • 2nd European language beneficial especially German
What will you be doing?
  • Manage the service business, through 3rd party partners, across EMEA, and define the overall strategy for an efficient operation.
  • Identify and select service providers through the tender process; manage/re-define SLAs to ensure they meet the standard of service required of them and exit/on-board new partners as appropriate including on-site repair, logistics services and 1st and 2nd level remote support services.
  • Project manage the transition from single outsourced partner to multi-partner, multi-disciplined and multi-geographic partners across EMEA.
  • Work with channel, end-user customer and sales teams throughout EMEA to deliver a robust, pre-defined service proposition which can be controlled, measured and developed to improve and enhance business services to end customers, and ultimately sales.
  • Provide management with regular reporting on key service delivery and support metrics & KPIs.
What’s on offer?
  • Base Salary of c. £65,000 – £75,000 dep. exp.
  • £30,000 bonus scheme – OTE up to £105K
  • Pension
  • Parking on site at office
  • Life insurance & Healthcare
  • Training Support Fund
  • 25 days holiday
  • Flexi Working (WFH policy being redefined)

First 4 Personnel