Service Manager - Greece & East-Europe
Job Summary
The Service Manager is responsible for ensuring the effective day‑to‑day delivery of service and support activities, including technical support, implementation services, hardware, and license management, for Agfa customers, Partners, and the Agfa organization. The role provides leadership to the Field Service Engineers, Application Specialists, Project Managers and oversees all operational aspects of the Service department, including cost and revenue control, workforce planning, third‑party management, and forecasting of key performance indicators. A key focus of the position is developing and maintaining the skills and capabilities of the Service Team in line with evolving products and market needs. The Service Manager drives up‑selling opportunities, ensures timely and effective escalation management, and secures full compliance with internal procedures and external regulatory and quality requirements. Close collaboration with the Sales Department, Tender Office, other regional Service Managers, European and Global Service teams (RSN/GSN) is essential to ensure seamless service delivery, alignment of standards, and effective handling of escalations.
Key Responsibilities
Representative Activities
Operational & Service Delivery Management
1. Steer resources (employees, third-party engineers, dealers/distributors, stock) to ensure timely, complete and high-quality service and support delivery
2. Oversee all operational service activities, ensuring consistent execution of break & fix, maintenance, installation, application support and project management
3. Implement Service strategies and best practices, driving standardization and simplification of internal processes and dealer/distributor/contractor operations
4. Supervise the execution of customer contracts, ensuring profitability, fulfilment, and service quality; initiate corrective actions where needed
5. Ensure compliance with all internal procedures, work safety guidelines, and global, European and local regulatory requirements
Financial Performance & Business Growth
6. Achieve P&L targets, including turnover and margin performance as defined
7. Provide accurate forecasts for costs, revenues, and employee/third-party utilization
8. Conduct budget planning for all Service activities, including dealer business, project management, installations, application, SMA contracts, break & fix, and PMVs
9. Monitor KPIs, drive continuous improvement, and implement related corrective and preventive actions
10. Identify new business opportunities by screening the market, expanding services to existing and potential customers, and increasing market penetration together with dealers and distributors
11. Manage contract negotiation and contract lifecycle with direct and indirect customers, dealers, and distributors to improve service coverage
Team Leadership & Development
12. Hire, manage, and develop Service staff, fostering teamwork, engagement, and high motivation within the region
13. Plan resource allocation according to demand, skill requirements, and business priorities
14. Develop the skills of the Service Team in alignment with product evolution and market expectations, ensuring active participation in internal knowledge-sharing communities
15. Ensure proper training for internal teams, external partners, dealers, distributors, and customers on product use and maintenance
16. Collaborate with European and Global partners to continuously enhance training and competency development
Customer Support, Issue Resolution & Satisfaction
17. Ensure timely and effective resolution of customer issues by coordinating internal experts, European teams (e.g., RSN), and Global teams (e.g., GSN)
18. Drive improvements in customer satisfaction (measured through the ServiceNow questionnaire process) and promote effective use of ASSM tools
19. Supervise escalation processes, analyzing complex service issues, assessing business impact, and ensuring efficient and transparent communication
Quality, Compliance & Audit Management
20. Steer internal and external audits in collaboration with QARA and relevant departments
21. In case of deviations, accelerate corrective actions and ensure thorough implementation and follow-up
22. Maintain consistent adherence to quality standards and regulatory requirements across all service operations
Cross-Functional Collaboration
23. Support service offer preparation for tenders
24. Work closely with the Sales team to understand requirements, priorities, and customer expectations
25. Support the Cluster Manager in strategic, operational, and process-related projects
26. Cooperate actively with the European and Global Service network to exchange best practices, experience, and growth proposals
Principal Accountabilities
27. Achievement of assigned budget targets
28. P&L performance, including turnover and margin delivery
29. Effective management of dealers, distributors, and contractors
30. Profitability and accuracy of SMA offer creation, submission, and contract management
31. Successful execution of projects (scope, revenue, cost, timeline)
32. Compliance with quality standards and regulatory requirements
33. Proper management of internal and external audits
34. Achievement of customer satisfaction targets
35. Full adherence to all internal procedures and corporate policies
Required Qualifications
Education:
36. Degree or Diploma: Business Administration / Engineer / Biomedical
Languages:
37. Greek
38. English (Advanced Level)
39. Russian could be a plus
Experience:
40. 5 + years of experience on HE service departments
Specific skills:
Technical skills
41. Solid understanding of hospital workflows and clinical environments
42. Strong knowledge of portfolio technical specifications and product architecture
43. Expertise in X-ray systems and related imaging technologies
44. Proficiency in project management methodologies and tools
45. Strong computer literacy (Windows, Microsoft 365 suite, etc.)
46. Experience with SAP, MS Dynamics and ServiceNow (considered an advantage)
Soft skills
47. Demonstrated leadership capabilities
48. Clear and effective communication skills
49. Strong customer focus and service-oriented mindset
50. Analytical thinking and problem-solving approach
51. Business-oriented decision-making
52. Excellent team player
53. High adaptability and flexibility
54. Drive and energy to lead change
55. Positive and constructive mindset