DirecciónThe primary objective of the System Services manager is to drive the global professionalism of the LCS System Services in close cooperation with NB.
With the goal of ensuring consistent, high-quality, and cost-effective service performance across different regions and markets to support the Customer Project Types1) CPT 2.
C (customized products) and CPT 3.C (customized systems) achieving the overall goal of customer loyalty and delight. As a result, this will drive profitable growth for LCS.
The focus areas are the development, implementation, and maintenance of the internal global frameworks and best practice for SLA support agreements, 3rd party supplier management (back-to back agreements) and global key-account management.
Your tasks
The primary objective of the System Services manager is to drive the global professionalism of the LCS System Services in close cooperation with NB.
With the goal of ensuring consistent, high-quality, and cost-effective service performance across different regions and markets to support the C ustomer P roject T ypes1) CPT 2.
C (customized products) and CPT 3.C (customized systems) achieving the overall goal of customer loyalty and delight. As a result, this will drive profitable growth for LCS.
The focus areas are the development, implementation, and maintenance of the internal global frameworks and best practice for SLA support agreements, 3rd party supplier management (back-to back agreements) and global key-account management.
System Services
The basis for the development of the global system service guidelines is the system-support-model2). Thus, the System Services manager defines the system care contract setup, and the underlying SLA and back-to-back frameworks incl.
the specific T&C, to secure our position with customers and suppliers. For that he aligns with NB business development; Technology, the PM System Standardization, MLOG, and with the PM for the standard service product portfolio (SPM) as well as with the product owner for Kardex Connect.
He / she also collaborates with the Application owners (SAP / SalesForce) & the LCS Governance manager to make sure that the system service guidelines are harmonized to the best extend possible with the standard business (modular approach), to reduce the complexity in our core applications (SAP / Salesforce) used in the operational business.
Furthermore the training needs of the operational Kardex organization, business partners (dealers) and subcontractors regarding technical and commercial training are identified, the requirements are derived and clarified with the LCS training and development manager in HR.
Global key account management
Being also the Global Key Account Manager, the person develops and maintains long-term relationships with key clients, understanding their needs and requirements, and proposing solutions that meet their objectives.
The Global Key Account Manager is also responsible for ensuring that the correct products and services are delivered to the key account customers in a timely manner.
Together with the regional / local service organization he / she takes care of resolving any issues or problems faced by such customers and dealing with complaints to maintain trust.
Regarding legal clarifications he / she cooperates with our legal counsel. He / she cooperates closely with NB to make sure that key account customers are equally professionally covered in sales and service.
Cross-functional collaboration
The person networks and collaborates with other functions within cross-functional and cross-divisional initiatives regarding System Services and key account management making sure that customers perceive Kardex as one homogenous solution provider.
The person will act as a brand ambassador by modelling the Kardex Remstar Core Values in every interaction with customers & colleagues.
Your profile
Training / Education :
Higher Education (min. BSc) within Business B&A, graduate Business Information Systems (Business data processing specialist)
Professional Experience :
5+ years in manufacturing or IT company in leadership position
Other :
- English CEFR C2, German a Plus,
- Program and project management experience in the ITC environment
