Service Manager, Middle East & Africa

Please note that application reviews will commence on January 2, 2024.

This role is based in Istanbul, Turkey.

Eligibility Conditions:

Kindly be aware that eligibility for this sition requires possession of a valid work permit and visa status.

This job has been created as part of the Future of FOOD transformation and is open for internal applications only. To support you in this process, we have created a toolkit of resources here:

Please contact your local P&O team member if you have any questions.

Job Description

Main tasks are:

• To organize service activities in the appointed region to ensure the department’s efficient and profitable operation by satisfying customers and enhancing customer relations 
• To create an environment where the department/local hubs and its employee develop and excel 
• To enhance the reputation of TOMRA Food at every opportunity when interacting with others 
• To meet or exceed the monthly, quarterly and annual financial targets (revenue, gross margin, EBITA) 
• Oversee the day-to-day operations of a local business.
• Represent the Turkey legal entity in dealings with internal and external stakeholders, such as government authorities, institutions and corporate entities. 

Key Responsibilities:

Drive for Achievement 

• Set the KPI targets in close cooperation with Regional Service Director, in line with the Strategic Plan 
• Deliver and achieve the agreed financials and operational results and drive the performance to affect significant improvement in company target the performance objectives e.g., by monitoring revenue information 
• Develop and coach employees though Management by Objectives and annual performance reviews 

Efficiency 

• Ensuring successes are repeated and best practice spread for operational excellence 
• Ensure that corrective action is taken where adverse variations to target achievement occur or inadequate performance is suspected. Instigate actions and strategies to bring about necessary improvements
• Ensure accurate recording of parts and service times and invoicing in the Service Department/local hubs 

Customer Service 

• Improve on the quality of commitment to customer service and retention by enhanced facilities, improved technical skills and high standards of quality workmanship as well as best practice in customer handling and communication
• Manage proactively customer escalations ensuring pain points are addressed structurally
• Liaise regularly with Products Sales team in the region to ensure information’s are shared and joint action plan are developed and executed 

Team Leadership 

• Recruit, onboard, evaluate and develop team members
• Communicating the objective by maintaining consistency and focus. Translating the overall direction and strategy into meaningful and tangible objectives and actions for teams to achieve desired results 
• Ensure that all employees are committed to the principles and ethics and that these principles are the basis of customer relation management
• Establish and maintain daily workshop timekeeping and labor productivity records (Service reports) to monitor the effective use of technician and productive labor -Monitor hours attended and worked to achieve labor efficiency targets
• Maintain an effective control of expenses in line with agreed objectives by regular examination and review of management accounts and comparisons with budgets 
• Establish and maintain a training needs analysis to provide satisfactory levels of knowledge, skill, job satisfaction, installed base coverage and cost-effective development of service personnel 
• Ensure all Health and Safety policies and procedures are adhered to. 
• Regularly (as requested and as required) inform management on projects, business and operations status, customers satisfaction and expectations, market conditions, etc. 
• Manage subcontractors as required in the region 

General Manager responsibilities 

• Supervise day-to-day operations to ensure efficiency, productivity, and compliance with policies and regulations, 
•  identify and manage risks that could affect the organization's performance and reputation. 
• Develop and implement risk mitigation strategies 
• Ensure that the organization operates within the legal and ethical boundaries. 
• Stay informed about relevant laws and regulations affecting the industry. 

Safety and Quality 

• Promote a “Safety first” culture throughout the company, our customers, and our industry. 
• Ensure adherence to safety and quality across all facets of our operation and customer delivery 
• Ensure the team works within agreed operating models, and ensure all decisions are made within agreed authority limits. 
• Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required 
• Identify, implement and embed any Excellence initiatives to improve quality, performance and efficiency of the team to facilitate outstanding customer experience 

Organization  

• Complete administrative tasks in an accurate and timely manner 
• Observe and comply with policies, procedures and quality management systems 
• Observe and comply with our code of conduct 
• Positively and actively support effective communication, encourage and provide constructive feedback 
• Support the overall organizational vision, values and culture 
• Any other reasonable duties as required. 

Qualifications

Qualification & education: 

Leading Self: 

• Possess a bachelor's degree in electrical, mechanical, electro-mechanical, or electronics 
• Exhibit self-motivation and a proven capacity to independently complete tasks 
• Demonstrate excellent technical problem-solving, troubleshooting, and follow-up skills 
• Ability to drive change and adapt to evolving business and industry needs 
• Ability to relate to local customers, their views, and issues, with preferably some experience in the local geographies and culture 
• Exhibit the ability to handle stress effectively 
• Ability to travel up to 50% of the time 

Leading the Business: 

• Experience and knowledge of modern business methods and financial control, with practical application skills. 
• Ability to organize and manage clerical work, administration, control systems, and financial resources effectively. 

Leading Others: 

• Possess leadership and coaching attributes, enabling the ability to lead and develop a team. 
• Excellent communication skills, both spoken and written, with proficiency in English and Turkish.
• Ability to relate to and engage with customers on a local level, addressing their needs and concerns. 
• Socially outgoing personality, facilitating effective interactions with team members, clients, and stakeholders. 

Additional Information

Application Process:

The candidate process will consist of 3 steps: 

1. Confirm your interest by submitting your CV and motivation letter answering the questions: 

• What will you bring to the role in the current environment? 
• How can you contribute to Profitability and Customer Satisfaction in the role?

2. Interviews with Stakeholders: 

• N+1 Manager (Line) 
• P&O / Talent Acquisition (could be merged with the 1st interview) 

3. An Assessment consisting of: 

• A set of Online psychometrics Assessment Suite (Cognitive)