The VP, Head of Global Service for the Processed Food business stream, will provide leadership for a well-established world class global service organization focusing on best-in-class service offerings to TOMRA Food customers.
The Vice President of Global Service will be responsible for building and driving service revenue and improving our customer experience and retention through best-in-class on-demand services, growing our planned service products, developing our new digital service offering and through offering refurbishments and upgrades on the installed fleet.
He / she will be leading, mentoring, attracting talent, and developing a best-in-class organization. The position holder will assist the Service Leadership with effective creation and implementation of field-facing operations initiatives, use of a modern BI dashboard metrics to drive efficiencies and customer satisfaction, spares inventory management and the development of programs that ensure alignment of roles, responsibilities, and resources to achieve business objectives.
Service, as the classical industrial service, was often considered a cost center in the past. This has changed to the recognition that Service is a very important part of the business and carries their own P&L.
The next challenge is to bring the Service department to a 21st century approach, where customer centricity is key and collaboration with all other departments is central to success.
The classical service needs to be broadened to more digital (remote) service and to full operational support in a project approach.
Roles and Responsibilities :
Responsible for developing, managing and strategic planning of the overall service delivery and operation for the company’s business
Financial responsibility includes both annual operating plan, budgeting and P&L management to achieve an annual revenue and target margin objective
Develop service teams to deliver high value add service and solutions that meet the defined profitability and customer satisfaction level for the business
Responsible for refining service offerings and strategies for effective sales engagement achieving revenue targets, corporate goals and objectives
Responsible for driving Customer Satisfaction through operation excellence through a combined approach of customer centricity and data dashboard metrics.
In charge of continuous improvement plans for reducing escalation durations, improving time to respond metrics; demonstrated first-time fix mentality
Develop strategic marketing plans for service products. Fully realize upgrade business with lower labor COGS
Always maintaining Voice of the Customer and escalating to ensure issues are addressed in a timely manner
Support and drive customer satisfaction programs to continuously improve NPS scores
Monitor KPI measurements and support field teams to reach goals and objectives
Work cross functionally with other functional partners and Business Areas to develop and recommend solutions for areas of high business impact or developing regions
Develop and execute effective methods to train service teams knowledge and capabilities and enhance their performance
Maintain a culture of Safety, Health and Care for the Environment in line with Tomra’s group core values.
Provide leadership education and mentoring to both field and Service Leaders with the help of P&O to achieve continuous talent development and succession planning
Deliver effective change management tactics to gain maximum success and ROI on change initiatives
Provide and support executive leaders with material for management and HQ meetings.
Education & Requirements :
Master’s degree preferred (industrial, technical, economics) or bachelor with 7+ years of experience.
International background in a B2B environment
Proven success in managing distributed teams globally consisting of both direct and indirect resource to deliver high value complex food solutions and services;
Knows how to build service programs in different countries (taking into account various needs / prices / costs)
Experience managing P&L, parts and inventory, and headcount
Familiar with custom projects, beyond traditional maintenance & repair services; Solution development focus
Technical Service background in technology and / or manufacturing industries; solid experience with service systems, infrastructure, measures and digital tools & technology
Extensive experience in managing 200+ team members
Fluent in English. Other languages are a plus
Other skills / abilities :
Ability to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities; Stress-resistance
Change agile and out-of-the box, creative thinker
Strong customer-centricity mindset
Result-driven, commercially oriented, with a passion for technology
Solid people leader : Inspires people, has a clear vision, and able to communicate in a diplomatic way. Involves direct reports and managers in an active way
Excellent listening & communication skills; Ability to communicate effectively with a broad range of customers from small family farms to international corporate executives
Strong desire to regularly be alongside customers to keep close to the action
High energy, high enthusiasm, a big ambition to grow; Team player and able to inspire people by your own enthusiasm and entrepreneurship
He / she will need to be comfortable working in a matrixed environment (working with other divisions, other departments and the centers of expertise)
Ability to travel domestically and internationally up to 50%.