Technical and Service Manager

General Responsibilities

The Technical and Service Manager is responsible for managing all aspects of day-to-day operational Technical, Project and Service Support. Work closely with all operational areas of their assigned accounts to:

• Management of the Technical Proposals Team, Applications and Survey & Audit Teams
• Ensure Incident Management processes are followed effectively (escalation and notification).
• Management of the technical and product support process utilising resource from the technical team and ensuring full engagement with
• To strive to provide exemplary technical advice and deliver the best Company Experience to our Customers  
• Offering Technical Support to the Field Sales Team and External Customers
• Process management and co-ordination incidents affecting their respective customers, in conjunction with sales team to ensure and prevent reoccurrences of the same issue.
• Monitoring service delivery and Service Level Agreements (SLAs), ensuring that obligations are met, issues escalated and prioritised.
• Working in conjunction with Service Team to identify, implement, and drive service improvements to increase customer satisfaction.
• Handles resource demand forecasting to ensure thecompany can plan and effectively deliver end-to-end services. Work with respective stakeholders to interpret and plan projects and workload forecasts on an ongoing basis.
• Accountable for account service problems and prioritisation of work requests for their monitoring / specific customers.
• Drive Digital service business growth though SEA digital team
• Work in conjunction with the Service Team to identify, implement, and drive service improvements to increase customer satisfaction.
• To ensure that Spirax’s safety policy is uphold all the time. To ensure that all test equipment is kept within calibration, advising GM that recalibration is required, prior to calibration expiry.
• Any other related or ad hoc tasks as and whenassigned by the GM

Technical Skills

• To keep abreast with develop application knowledge through training modules and assessments within sales force development network (Academy).
• To keep up to date on product knowledge / issues through defined product training and joint visits with service / sales colleagues.
• To identify to CM/GM where additional product or application Training is required.

Service / Survey delivery

• To liaise with team to ensure that work is planned efficiently.
• To track and ensure service / survey provided to customer complies with contractual obligations.
• Ensure that customer is made aware of any outstanding issues and how they will be addressed, prior to leaving site.
• To accurately capture all service / survey data using appropriate technology and software.
• Where problems cannot be resolved, ensure that CM/GM is aware.

Processes

• To ensure that survey Process is followed by team
• To ensure that any issues or complaints reported are logged using the customer complaints process.
• To work within existing business processes suggesting improvements where applicable.
• To identify and support continuous improvement projects providing exemplary service and customer delight across the business.
• To use system and technology to maximise efficiency.

To maximise selling opportunities

• To develop relationships with customer base to better understand and identify customer needs, knowing who to contact when the customer requires information they cannot supply.
• To optimise sales opportunities by pre-qualifying potential leads with team.
• Develop an understanding of the different customer channels and how their needs are likely to vary.
• To be mindful of Spirax Sarco activity costs throughout the selling process.

Requirements:

• Candidate must possess at least a Degree in Engineering (Electrical/Electronic), Engineering (Mechanical), Engineering (Mechatronic/Electromechanical) or equivalent.

• At least 10 year(s) of working experience in therelated field is required for this position, and with minimally 5 years in a similar capacity