Service Manager - Greece/East-Europe (home based, GR)

Key Responsibilities

Representative Activities

Operational & Service Delivery Management

• Steer resources (employees, third-party engineers, dealers/distributors, stock) to ensure timely, complete and high-quality service and support delivery
• Oversee all operational service activities, ensuring consistent execution of break & fix, maintenance, installation, application support and project management
• Implement Service strategies and best practices, driving standardization and simplification of internal processes and dealer/distributor/contractor operations
• Supervise the execution of customer contracts, ensuring profitability, fulfilment, and service quality; initiate corrective actions where needed
• Ensure compliance with all internal procedures, work safety guidelines, and global, European and local regulatory requirements

Financial Performance & Business Growth

• Achieve P&L targets, including turnover and margin performance as defined
• Provide accurate forecasts for costs, revenues, and employee/third-party utilization
• Conduct budget planning for all Service activities, including dealer business, project management, installations, application, SMA contracts, break & fix, and PMVs
• Monitor KPIs, drive continuous improvement, and implement related corrective and preventive actions
• Identify new business opportunities by screening the market, expanding services to existing and potential customers, and increasing market penetration together with dealers and distributors
• Manage contract negotiation and contract lifecycle with direct and indirect customers, dealers, and distributors to improve service coverage

Team Leadership & Development

• Hire, manage, and develop Service staff, fostering teamwork, engagement, and high motivation within the region
• Plan resource allocation according to demand, skill requirements, and business priorities
• Develop the skills of the Service Team in alignment with product evolution and market expectations, ensuring active participation in internal knowledge-sharing communities
• Ensure proper training for internal teams, external partners, dealers, distributors, and customers on product use and maintenance
• Collaborate with European and Global partners to continuously enhance training and competency development

Customer Support, Issue Resolution & Satisfaction

• Ensure timely and effective resolution of customer issues by coordinating internal experts, European teams (e.g., RSN), and Global teams (e.g., GSN)
• Drive improvements in customer satisfaction (measured through the ServiceNow questionnaire process) and promote effective use of ASSM tools
• Supervise escalation processes, analyzing complex service issues, assessing business impact, and ensuring efficient and transparent communication

Quality, Compliance & Audit Management

• Steer internal and external audits in collaboration with QARA and relevant departments
• In case of deviations, accelerate corrective actions and ensure thorough implementation and follow-up
• Maintain consistent adherence to quality standards and regulatory requirements across all service operations

Cross-Functional Collaboration

• Support service offer preparation for tenders
• Work closely with the Sales team to understand requirements, priorities, and customer expectations
• Support the Cluster Manager in strategic, operational, and process-related projects
• Cooperate actively with the European and Global Service network to exchange best practices, experience, and growth proposals

Principal Accountabilities

• Achievement of assigned budget targets
• P&L performance, including turnover and margin delivery
• Effective management of dealers, distributors, and contractors
• Profitability and accuracy of SMA offer creation, submission, and contract management
• Successful execution of projects (scope, revenue, cost, timeline)
• Compliance with quality standards and regulatory requirements
• Proper management of internal and external audits
• Achievement of customer satisfaction targets
• Full adherence to all internal procedures and corporate policies

Required Qualifications

Education:

• Degree or Diploma: Business Administration / Engineer / Biomedical

Languages:

• Greek
• English (Advanced Level)
• Russian could be a plus

Experience:

• 5 + years of experience on HE service departments

Specific skills:

Technical skills

• Solid understanding of hospital workflows and clinical environments
• Strong knowledge of portfolio technical specifications and product architecture
• Expertise in X-ray systems and related imaging technologies
• Proficiency in project management methodologies and tools
• Strong computer literacy (Windows, Microsoft 365 suite, etc.)
• Experience with SAP, MS Dynamics and ServiceNow (considered an advantage)

Soft skills

• Demonstrated leadership capabilities
• Clear and effective communication skills
• Strong customer focus and service-oriented mindset
• Analytical thinking and problem-solving approach
• Business-oriented decision-making
• Excellent team player
• High adaptability and flexibility
• Drive and energy to lead change
• Positive and constructive mindset