Service Manager

Application deadline 2018-04-05
Position description Main Responsibilities:
• Lead & manage the Business effectively
• Strive to enhance team spirit and a high performance culture
• Continuously improve motivation and results of the Company
• Develop the business aggressively and implement new category businesses
• Work closely together with the MEA Contracts Management and GM Services WAU
• Function as CRM (Customer Relationship Management) for ES and MS business units. Be the ears and eyes of the Company.
• Establish mid and long term resource planning & training programmes for staff in collaboration with key functioning stakeholders (Sales, CM and FS primarily)
• Implement effective procedures ensuring CS invoices are sent out immediately and accounts receivables paid timely
• Improve in the Customers’ Satisfaction level (NPS > 50)
• Grow the FS activities and revenues with non-CM customers
• Ensure excellent customer technical support
• Develop and adjust organisational structures to market & business needs
• Assign clearly authorities, roles, & responsibilities
• Ensure reliable and effective delivery processes are in place and streamlined with that of W-S and are continuously fine tuned
• Ensure OE initiatives are effectively implemented, maintained and adhered
• Provide management supervision necessary to ensure health and safety of all WPG employees and Wartsila visitors
• Be a team player: support colleagues and superiors, share information, contribute to a friendly work atmosphere

• Service Income Statement, Head count, Capex
• Service Business Development for WPG in line with SUAA Services Strategy and Long Range Planning (LRP) 2021
• Effectiveness of processes, procedures & teamwork
• KPI’s according to Service Business guidelines
• Yearly targets
• Customer Satisfaction
• Employee Satisfaction
Requirements Information Management:
• PC
• IM applications and tools

• Representation
• Internal cooperation
• Presentation skills
• Negotiating

Other skills:
• General economical knowledge
• Self management
• Cultural knowledge & experience
• Reporting
• Organising

Product related awareness:
• Wärtsilä products
• Services products

Customer relationship management
- Selling & Sales Process
- Financial and juridical knowledge
- Logistics process knowledge
- Field service process knowledge

• Recognised Engineering qualifications

• Management & Leadership experience
• Strong and proven experience with Customer Relationship Management
• Engineering experience with diesel engines
Country Papua New Guinea
Job area Service Delivery