Service Contracts Manager

The job is within the After Sales & Service department of our customer. The span of control is to supervise and manage the service contracts in the broadest scope. It is a new role in the department. The customer is a worldwide company.

Service Contracts Manager - Techniek
Techniek
Heerlen

SCOPE

The job is within the After Sales & Service department of our customer. The span of control is to supervise and manage the service contracts in the broadest scope. It is a new role in the department. The customer is a worldwide company.

  1.  
  1. RESPONSIBILITIES
  • Fully accountable for correct and instant information about all service contracts
  • Responsible for setting up and maintaining contracts
  • Accountable for the proper and timely execution of  contractual obligations
  • Accountable for invoicing service contract fees
  • Responsible for achieving the business targets for service revenue and profit
  • Responsible for facilitating contract prolongations
  • Responsible for maintaining a professional relationship with customers
  • Actively contribute to a professional and profitable service organization

MAIN TASKS

  • Perform and optimize the document management of the contracts
  • Manage the proper execution of all contractual obligations; both us and customer
  • Oversee upcoming contract renewals and changes in fees
  • Proactively inform the customers about upcoming renewals and new service offerings
  • Actively approach customers to provide them a more valuable contract
  • Inform the relevant service employees about contractual changes without delays
  • Write and send out service contract proposal
  • Secure that correct invoices are being sent and follow up with overdue customers
  • Manage customer’s complaints about service contracts/invoices and find a solution
  • Monitor the profitability of the service contracts and make proposals to improve margins
  • Provide input for new service contracts, SLAs, and service offerings for the various systems/machines
  • Work closely together with the Installation & Service Supervisor and the Back Office Service Supervisor.
  • Maintain professional working relationships with customers and 3rd party service providers
  • Provide reports on financial and executional aspects of the contracts
  • When required provide in-depth analyses of service contract

PROFILE

  • HBO in Mechanical or Electrical Engineering; five to eight years related experience in a service environment or equivalent knowledge/experience and good knowledge/experience in service contract business.
  • Possessing commercial skills
  • Even temperament with customers and coworkers
  • Good verbal & written communication skills in English and Dutch/German (additional languages is a pre)
  • Able to communicate with customers and to work closely with sales
  • Well-organized and a professional working ethos
  • Above average use of computer applications (e.g. Word, Excel)
  • Willingness to travel occasionally incl. overnight travel worldwide

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