The Service Manager will ensures day-to-day service and/or support delivery (e.g. support service, implementation service, hardware, licenses) to Agfa customers and/or the Agfa organization. The Service Manager is responsible for managing the relevant Service department by monitoring costs, revenues and employees, as well as third party utilization and providing forecasts on related figures, as well as team staffing, escalation management, up- selling and developing skills concurrently with sold products and the need of the market. He/She gives lead to Field Service Engineers of a sub-region. The Service Manager will focus on direct customer contact/ escalations/ people management/ Country or Region to achieve sales and margins, guarantee increasing customer satisfaction and be in line with HQ KPIs (financial and operational). What You'll Do (Duties & Accountabilities): <ul> <li style="font-family:arial, helvetica, sans-serif">Direct and optimize field service operations for large-format printing systems, workflow software, and related technologies.</li> <li style="font-family:arial, helvetica, sans-serif">Supervise escalation processes, issue problems and provide expert examination, analysis and communication of complex Services issues</li> <li style="font-family:arial, helvetica, sans-serif">Ensure effective preventive and corrective maintenance execution, installations, and technical support.</li> <li style="font-family:arial, helvetica, sans-serif">Monitor core service KPIs: uptime, SLA compliance, response time, first-time-fix rate, backlog, and productivity.</li> <li style="font-family:arial, helvetica, sans-serif">Customer Experience & Escalation Management</li> <li style="font-family:arial, helvetica, sans-serif">Maintain strong relationships with industrial print customers, converters, and service partners.</li> <li style="font-family:arial, helvetica, sans-serif">Act as senior escalation point for critical production issues impacting customer operations.</li> <li style="font-family:arial, helvetica, sans-serif">Drive continuous improvement in customer satisfaction and retention.</li> <li style="font-family:arial, helvetica, sans-serif">Financial & Service Business Management</li> <li style="font-family:arial, helvetica, sans-serif">Own the P&L of the service operation, including contracts, spare parts, labor, and third-party services.</li> <li style="font-family:arial, helvetica, sans-serif">Lead up-selling and cross-selling of service contracts, consumables, upgrades, and software licenses.</li> <li style="font-family:arial, helvetica, sans-serif">People Leadership & Capability Development</li> <li style="font-family:arial, helvetica, sans-serif">Lead, coach, and develop Field Service Engineers</li> <li style="font-family:arial, helvetica, sans-serif">Plan workforce capacity aligned with installed base growth and service demand.</li> <li style="font-family:arial, helvetica, sans-serif">Strengthen technical competencies in digital printing, workflow automation, and color management.</li> <li style="font-family:arial, helvetica, sans-serif">Strategy, Compliance & Governance</li> <li style="font-family:arial, helvetica, sans-serif">Execute regional and HQ service strategies and transformation initiatives.</li> <li style="font-family:arial, helvetica, sans-serif">Ensure safe, ethical, and compliant operations aligned with corporate policies and local regulations.</li> <li style="font-family:arial, helvetica, sans-serif">Promote process standardization, digital tools, and continuous improvement across service delivery.</li> </ul> What You'll Bring (Education & Experience): <ul> <li style="font-family:arial, helvetica, sans-serif">Degree: Administration, business management, engineering.</li> <li style="font-family:arial, helvetica, sans-serif">Languages: English and Spanish.</li> <li style="font-family:arial, helvetica, sans-serif">Team Leadership.</li> <li style="font-family:arial, helvetica, sans-serif">Implementation of strategy / tactics</li> <li style="font-family:arial, helvetica, sans-serif">Service business management, Cost management and P&L</li> <li style="font-family:arial, helvetica, sans-serif">Sales in Service Business, Go to market approach.</li> <li style="font-family:arial, helvetica, sans-serif">Minimum 10 years of relevant service / business experience, maintenance activities of Wide format printing.</li> <li style="font-family:arial, helvetica, sans-serif">Desirable previous knowledge of Latin America market.</li> <li style="font-family:arial, helvetica, sans-serif">Broad view on processes and tools.</li> </ul> Specific Skills: <ul> <li style="font-family:arial, helvetica, sans-serif">Knowledge of the wide format printing market of the region, selling maintenance contracts to end customers and also to dealers</li> <li style="font-family:arial, helvetica, sans-serif">Strong execution through teams.</li> <li style="font-family:arial, helvetica, sans-serif">Available for travel over the region (25 - 50% of time)</li> <li style="font-family:arial, helvetica, sans-serif">Analytic skills and strong in communication.</li> <li style="font-family:arial, helvetica, sans-serif">Software and applications development, project implementation, technology support, dealers channel administration.</li> <li style="font-family:arial, helvetica, sans-serif">Customer service skills, including the demonstrated ability to work constructively with both internal and external groups. Strong interpersonal skills, including the proven ability to network in a global environment.</li> <li style="font-family:arial, helvetica, sans-serif">Build relationships with geographically remote personnel. Ability to understand overall business needs.</li> </ul>

DPC Service Manager (Mexico City, MX) @ AGFA NV

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