Service Responsible

ASSA ABLOY Entrance Systems is looking for a Service Responsible in our Pedestrian Door Solutions Business Area placed in Istanbul who will be reporting to Business Unit Manager Pedestrian. ASSA ABLOY Entrance Systems is a division within ASSA ABLOY.

ASSA ABLOY Entrance Systems is a leading supplier of entrance automation solutions for efficient flow of goods and people. With global product brands such as Besam, Crawford, Megadoor and Albany, we offer complete pedestrian, industrial and high-performance door solutions. We provide a wide number of products and services to a global clientele in more than 100 countries. In ASSA ABLOY, we place our customers at the center of our focus and constantly strive to meet or exceed their expectations.

The Service Responsible will have the tasks below:

· Planning and managing of all service operations to meet established goals and objectives.

· Leading and managing all business and/or department activities related to ensuring the customer experience is positive and that all team members are committed to creating solutions and long-term relationships with customers.

· Leading and managing the Pedestrian Service Unit, taking overall responsibility for the performance and development of the team.

· Demonstrating leadership in day-to-day management of the service technicians, assigning and scheduling jobs and work areas to them according to their skills and knowledge.

· Leading and taking ownership of management responsibility relating to hiring, performance management and overall people management with assigned service technicians.

· Taking the overall responsibility for ensuring that all service operational staff understand Health, Safety, Environmental and Quality management policies and procedures and that there is full adherence in all work undertaken.

· Coaching, mentoring, and communicating job expectations to service department team members.

· Managing all service activities to deliver guaranteed availability at expected margin, ensuring consistency of high levels of service and service engineering standards.

· Planning and developing strategies for increasing the sales of service, spare parts, upgrades and maintenance contracts for our industrial products.

· Execution of train-the-trainer program via the Regional Trainer to ensure that all service technicians are adequately trained and remain current with all updates within the group.

· Effectively handling all branch service ordering scheduling, Contract Fulfilment, perform Backlog Review of Preventive Maintenance Agreements and Order Log for service Material.

· Improving all the tools used in Service Operations, planning and execution of the FMP 360 system.

· Representing the service unit at meetings with customers as required, applying expertise and technical input to ensure a successful outcome.

· Supporting the Business Unit Manager with annual budgets, quarterly reforecast and other financial performance metrics.

· Supporting the Business Unit Manager in the building of a robust and successful service function and service team.

· Keeping the Business Unit Manager fully informed at all times, accelerating issues as appropriate.

· Developing, controlling and periodically updating all price models for all service products and maintenance contracts across the region.

· Maintaining a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork.

· Performing all other duties as assigned by management in a professional and efficient manner

This is a team approach with effective communication skills to successfully work with other departments such as: Sales, Field Operations, Supply Chain, Production, Customer Service, etc. The candidate must be an excellent communicator to lead, manage and motivate the staff in an effective and fair manner and must have the ability to present as a professional and intense desire to appreciate the industrial door service industry. This position demands a results-oriented approach coupled with high-energy, reliability and high discipline.

Job Requirements

· Bachelor’s degree in mechanical engineering or electrical engineering

· Proven min. 5-year experience managing a dynamic field service operation with knowledge of both electrical and mechanical engineering.

· 3+ years’ success and accomplishment in supervision and leadership experience.

· Success in predictive and preventative maintenance systems

· Experience in developing direct reports and building strong functional teams.

· Experience in establishing monthly forecasting and results.

· Experience of the remote management of a team of service technicians.

· Extensive customer relationship building experience.

· Prior experience directly managing/supervising 20+ Direct Field Technicians and service subcontractors in the Door Automation/Construction Industry preferred.

· Prior experience supervising administrative personnel in the instruction of their duties as it relates to scheduling, dispatching and coordinating service activities.

· Possess the flexibility to work a varying schedule (different hours of the day and weekends if necessary).

· Prior experience servicing/installing industrial products is desired.

· Exceptional communication (written/verbal) skills.

· Exceptional interpersonal and communication skills, with a focus on active listening and customer service

· Proven hands-on experience in the development of relationships with End-Users across the Healthcare, Hospitality, Shopping Malls, Office Buildings, Manufacturing, as well as sub-contractors across this spectrum.

· Ability to read and interpret construction specifications and drawings.