EMEA Aftermarket Services Manager

Are you passionate about customer excellence, cost effectiveness and change management? And would you like to join a global, innovative, and entrepreneurial market leading conglomerate within tech and medical devises? Then you might be our new colleague.

As our EMEA Aftermarket Services Manager, you will lead, manage, and develop our regional Aftermarket Services (AMS) team & service operations in Europe, Middle East, and Africa.

Your overall responsibilities will be at the intersection of logistics, customer service, process excellence and project management.

The Team you will be part of:

At our local office, located in Raubling (south of Munich), Germany, you will report to Senior Manager, Global Aftermarket Services Operations, Felix Engelsholm.

You will be part of the leadership team within the Global Aftermarket Services Operations with colleagues located in the US and in China.

As part of our Global Customer Experience organization, you will also collaborate with other colleagues at our global HQ, located in Ballerup, Denmark and teams across the world.

Your mission is to generate high customer satisfaction with a cost-effective organization together with your passionate, supportive, and responsible team of of reverse logistics administrators and inventory coordinators, all located in Raubling. In addition, you will also be responsible for managing our 3PL service center, located in the Netherlands, and our global transportation partners.

You serve our broad customer base of international companies, local businesses, and end-users alike with tailored services. In case our customers face product issues, it will be you and your team to find the best solutions and perform all required activities from customer-communication to logistics execution.

Your contribution is appreciated, and you will:

• Be the owner of the EMEA AMS operations: Steer daily business operations with your great team, 3PL & logistics partners.
• Lead, manage and develop your team.
• Steer, monitor, and develop our 3PL partner network, incl. logistics warehouse operations and shipment partners.
• Drive and ensure operational efficiency through monitoring of operational performance and quality - as well as - processes and systems. Customer satisfaction, operational struggles, stock levels – nothing escapes your sight.
• Identify processes or service optimization potentials, initiate and drive change projects – within your team & partners and on global scale,
• Monitor cost development of your cost center closely and identify & initiate cost-reduction activities.
• Play a key role in driving optimizations of processes and IT systems on a global scale. You contribute significantly to strategic decisions and the shaping of the future setup for our global reverse logistics operations.
• Be the main escalation point for service-related escalations and drive solutions with relevant stakeholders.

To succeed in the role, we imagine that you have:

• Strong experience from international Aftermarket Service, Reverse Logistics, Returns-Management or Supply Chain environments, most likely as an Operations Manager, Process Consultant or from a similar position.
• The ability to easily identify possibilities, dependencies, and synergies, as you see the big picture while keeping an eye on the detail.
• Team leader experience of international teams with a strong managerial and leadership toolbox.
• Business acumen and strong analytical skills.
• Strong stakeholder management, negotiation, and collaboration skills, preferably within in a complex global matrix organization.
• Solid IT and process understanding.
• The ability to communicate fluently in English in speech and in writing. German is preferred, but not essential for position.
• A good sense of humor.

At a personal level, you are an ambitious with a passion for customer excellence and shaping sustainable services. We also imagine that you see yourself in these statements:

• You work effectively with individuals and teams and have strong communication skills.
• You enjoy applying your expertise to solve complex problems and issues.
• You are process-oriented and systematic in your approach.
• You are performance and result-driven, with a customer centric approach. You consider yourself a team-player, who promotes a culture of open communication.
• You demonstrate the ability to navigate between different organizational departments and functions based on the task.

You should also expect that there will be approximately 15-20 days of travel a year within the EMEA region, which of course will be possible to plan in advance.

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure success for you, but for your team and the wider GN organization as well.

We are dedicated to an inclusive recruitment process and all applicants will receive equal consideration for employment. We encourage you to submit your CV without a photo to ensure an equal and fair application process.

How to apply?

Apply no later than 28th of July 2024. Applications are assessed on a continuous basis, so don’t wait to send yours.

Please send you CV in English or German.

Quick apply You are welcome to use our Quick Apply function, where you only submit your up-to-date CV including a few sentences outlining your motivation for applying – quick and easy.

If you would like to know more about the position, please contact Felix Engelsholm, Senior Manager, Global Aftermarket Services Operations on LinkedIn here: https://www.linkedin.com/in/felix-engelsholm

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