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Department

Within Vanderlande Industries, the Customer Centre International is responsible for the turn key project sales, execution and customer services of Baggage Handling Systems on airports worldwide. The main markets are located in Europe, Russia, India, the Middle East, South East Asia, Africa and Brazil.

The Customer Services Department is responsible for the sales and execution of all after sales services. Our goal is to improve the performance of our customers’ processes and their baggage handling systems every day by supplying the full range of services. The department is located at the headquarters in Veghel with satellites at our customers where our Maintenance and Operations teams support the customer 24/7. 250 service engineers work around the globe with our customers to secure their business daily.

Due to the rapid growth and wish to further expand our global presence we are currently recruiting for an International Operations Manager Services to manage the execution and growth of customer services globally.

Scope of the job

The Services Operations Manager is responsible for the management, development and further professionalisation of the international service organisation with high customer satisfaction and within budget. The services business activities include full maintenance and operations services site based at the larger airports of the world, a global field service engineering network, spare parts, hotlines, maintenance visits, upgrades and business consultancy. We commit ourselves to world class performances, benchmarked against the best airports in the world with challenging SLA’s.

Key responsibilities of the International Operations Manager Services are:

·         Develop and implement a vision and strategy on the development of the international services operations organisation matching the rapid growth of the services business

·         Manage the customer satisfaction and profitability of all customer service contracts and activities.

·         Being a business partner and challenger for our customers and site based teams

·         Manage the start up of new services contracts globally from scratch, from preventative maintenance contracts, up to full operations and maintenance services contracts site based

·         Manage the global improvement programme sharing the best practices world wide, creating a fast learning organisation, supported by the corporate Customer Services Development team

·         Building a global network of service engineers and maximise network efficiencies

·         Advise the services sales organisation with concepts and technical solutions

Background

You have a proven operations management track record in services business. Working within an international and multicultural environment is well known to you. We believe the right candidate at least meets the following requirements: 

·         BA degree / University degree in Services Management

·         5 to 10 years experience in international Operations Management with technical systems

·         Enterprising and global organisation builder

·         Strong in building long-term customer relationships, from workfloor to management board

·         A deep understanding of airport logistic processes, technology and the subject of operations and maintenance services

·         Language skills: English, fluently in writing and speaking. Preferrably: Russian, Arabic and/or Spanish

·         Since this role has a global scope we expect that you are willing to travel Internationally approximately 40% of your time