DPC Service Manager

Select how often (in days) to receive an alert: Create Alert

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 isresponsible for managing the relevant Service department by monitoring costs, revenues and employees, as well asthird 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 FieldService Engineers of a sub-region.

The Service Manager will focus on direct customer contact/ escalations/ people management/ Country or Region to achievesales and margins, guarantee increasing customer satisfaction and be in line with HQ KPIs (financial and operational).

What You\'ll Do (Duties & Accountabilities):

• Direct and optimize field service operations for large-format printing systems, workflow software, and relatedtechnologies.
• Supervise escalation processes, issue problems and provide expert examination, analysis and communicationof complex Services issues
• Ensure effective preventive and corrective maintenance execution, installations, and technical support.
• Monitor core service KPIs: uptime, SLA compliance, response time, first-time-fix rate, backlog, andproductivity.
• Customer Experience & Escalation Management
• Maintain strong relationships with industrial print customers, converters, and service partners.
• Act as senior escalation point for critical production issues impacting customer operations.
• Drive continuous improvement in customer satisfaction and retention.
• Financial & Service Business Management
• Own the P&L of the service operation, including contracts, spare parts, labor, and third-party services.
• Lead up-selling and cross-selling of service contracts, consumables, upgrades, and software licenses.
• People Leadership & Capability Development
• Lead, coach, and develop Field Service Engineers
• Plan workforce capacity aligned with installed base growth and service demand.
• Strengthen technical competencies in digital printing, workflow automation, and color management.
• Strategy, Compliance & Governance
• Execute regional and HQ service strategies and transformation initiatives.
• Ensure safe, ethical, and compliant operations aligned with corporate policies and local regulations.
• Promote process standardization, digital tools, and continuous improvement across service delivery.

What You\'ll Bring (Education & Experience):

• Degree: Administration, business management, engineering.
• Languages: English and Spanish.
• Implementation of strategy / tactics
• Service business management, Cost management and P&L
• Sales in Service Business, Go to market approach.
• Minimum 10 years of relevant service / business experience, maintenance activities of radiology equipment.
• Desirable previous knowledge of Latin America market.
• Broad view on processes and tools.

Specific Skills:

• Knowledge of the radiology market of the region, selling maintenance contracts to end customers and also todealers
• Strong execution through teams.
• Available for travel over the region (25 - 50% of time)
• Analytic skills and strong in communication.
• Software and applications development, project implementation, technology support, dealerschannel administration.
• Customer service skills, including the demonstrated ability to work constructively with both internal andexternal groups. Strong interpersonal skills, including the proven ability to network in a global environment.
• Buildrelationships with geographically remote personnel. Ability to understand overall business needs.

Job Segment: Service Manager, Field Service, Radiology, Manager, Technical Support, Customer Service, Manufacturing, Healthcare, Management, Technology