POSITION SUMMARY
The EMEA Service Central Operations Director is responsible for leading and optimizing all central service operations.
This role ensures efficient service delivery, high field force productivity, strong operational performance, and achievement of service-related revenue targets. The position oversees back-office operations, such as field service scheduling and debriefing, service contracts administration, spare parts supply chain, and warranty management, while driving continuous process improvement and team development.
RESPONSIBILITIES
* Lead and optimize back-office service operations, ensuring efficient execution of service contracts and customer support activities
* Oversee back-office service functions, including order processing, service administration, billing coordination, and documentation
* Ensure alignment between service operations, sales, finance and supply chain teams
* Manage field engineers’ scheduling, dispatching and workload balancing
* Maximize field force utilization, productivity and service responsiveness
* Implement planning tools and methodologies to optimize coverage, travel efficiency and service levels
* Support team growth through structured onboarding, training and capacity planning
* Define, monitor, and analyze service KPIs (, utilization rate, response time, SLA compliance, first-time fix rate, revenue performance)
* Establish dashboards and regular performance reviews to drive accountability and continuous improvement
* Identify operational gaps and implement corrective actions
* Ensure achievement of service revenue targets, including maintenance contracts, spare parts and service interventions
* Support pricing, contract execution, and margin optimization in collaboration with commercial teams
* Drive operational excellence to improve customer retention and long-term service profitability
* Oversee spare parts planning, availability, and logistics to support field service operations
* Collaborate with supply chain teams to reduce lead times, optimize inventory levels, and control costs
* Ensure critical parts availability for data center applications and uptime-sensitive environments
* Manage the remote monitoring team, ensuring proactive issue detection and resolution
* Leverage monitoring data to improve service efficiency, preventive maintenance, and customer satisfaction
* Lead the warranty management team, ensuring proper claim handling, cost control and compliance with internal policies
* Lead, mentor, and develop multi-disciplinary teams (field service, back office, remote monitoring, warranty)
* Reduce employee turnover by improving engagement, career development and operational clarity
* Foster a culture of accountability, collaboration and continuous improvement
* Contribute to design and implement standardized service processes and best practices
* Drive digitalization and tool adoption (CRM, FSM tools, monitoring platforms)
* Lead change management initiatives to support growth and scalability
* Comply with the Company’s ITC policy
QUALIFICATIONS & SKILLS
* Technical education, preferably university level
* Extensive experience in post-sales service operations within an industrial or data center-related environment
* Proven leadership experience managing operational teams
* Strong understanding of service KPIs, capacity planning, and operational performance management
* Advanced in English
* Experience with data center infrastructure services (power, cooling, critical systems)
* Excellent written and oral communication skills
* Strong analytical and process improvement mindset
* Ability to manage complex, cross-functional operations
* PC literacy (excellent knowledge of Microsoft office required) - Preferred knowledge ERP system (Oracle EBS)
SUCCESS MEASURES
* Improved field force utilization and productivity
* Achievement of service revenue and margin targets
* Reduced employee turnover and improved team engagement
* Improved SLA compliance, customer satisfaction, and service reliability
* Optimized spare parts availability and warranty cost control
HEALTH & SAFETY (HSE) AND ENVIRONMENTAL PROTECTION
* Comply with all Health & Safety and Environmental Protection requirements defined in the company’s internal regulations or communicated during training
* Follow the required measures to prevent emergency situations and adhere to operational control measures
* Report on all accidents, occupational illnesses, and emergency situations
* Apply, implement, and manage all HSE and environmental protection matters related to the given position
* In addition to the tasks listed above, other activities and responsibilities may be individually assigned
PHYSICAL & ENVIRONMENTAL DEMANDS
* Please list all physical and environmental demands that may performed on a regular basis
TIME TRAVEL REQUIRED
* About 20-25%
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