Service Operations Manager

Service Operations Manager
Location: São Paulo
ABOUT US
- At Alfa Laval, we always go the extra mile to overcome the toughest challenges. Our driving force is to accelerate success for our customers, people and planet._
- We make it happen by having dedicated people with a curious mind. Curiosity is the spark behind great ideas. And great ideas drive progress._
- As a member of our team, you thrive in an open inclusive workplace, based on diversity with a sense of belonging._
- This is where you can make a difference by constantly building bridges to the future with sustainable solutions that have an impact on our planet’s most urgent problems._
- Making the world a better place. Every day._
WHAT YOU CAN EXPECT
You can expect a working environment that is dynamic, collaborative, innovative and offers incredible scope: succeed here and you can go anywhere.
Our Global Sales & Service group includes around 4,000 of our people working across 26 sales companies in 100 countries to bring 95% of our products to market.
Everyone plays their part in lead generation, building customer relationships, closing orders, servicing, maintenance and troubleshooting.
Right now, we’ll also focused on digitising ways of working while still retaining a people-first, face-to-face approach. By balancing the benefits of both, we’ll further build strong and deep relationships with our customers and better use the increasing amount of available data to define our sales strategies going forward.
Our culture is secure and supportive and offers ever-evolving opportunity: people stay with us because they can choose many ways in which to grow and develop. Whether in terms of skills and knowledge, career path or location, you can grow where you are or anywhere in the world.
ABOUT THE JOB
1. Secure a strong QHSE culture within the service centres and field service organization;
2. Strong alignment of Service Operations capability development with divisional Managers responsible for Service linked to the overall Service strategy, focus areas and sales activities;
3. Lead the Service Operations Management team giving the direction and ensuring that they are performing according to the Service strategy with a strong customer orientated mindset;
4. Develop, motivate and coach direct reports to secure resource & development plans linked to the Service strategy are in place and executed;
5. Fully responsible for the Service Operations cost centre forecast and result including investments strongly aligned with Service sales as well as monitor progress against financial targets;
6. Support proactive service sales by lead generation in collaboration with Service sales;
7. Manage customer relationships internally and externally) towards an excellent customer experience;
8. Drive efficiency improvements in Service Operations by innovative processes and technologies and drive change management to adapt to new market demands to increase competitiveness;
9. Secure that relevant KPIs are in place to measure and improve performance.
ABOUT YOU
Above all, you’re curious. You ask questions and you seek out the solutions.
More important is the engineering mindset essential to identifying the challenges, needs and solutions, as well as excellent people and relationship-buildings skills. And while experience of analysing data would be an advantage, your manager can actively support you to grow your skills and knowledge in this area.
To be successful here, you’ll also be driven to deliver results. That includes having positive energy, clear customer focus, an aptitude for learning and strong networking skills.
Beyond the day-to-day functions of your role, you’ll also be eager to play your part in driving continuous innovation, service improvement and refining systems and processes. Ours is a forward-looking work environment where we’re always eager to learn more and do even better.
Alfa Laval is committed to creating an inclusive workplace that recognizes human rights and treats everyone with integrity, respect and dignity, giving all employees a sense of belonging.
We promote diversity and do not tolerate discrimination or harassment.

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