Service Manager

Ponsse is one of the world’s largest manufacturers of cut-to-length forest machines. We are focusing on succeeding with our customers and oriented to people. We want to be the preferred partner for responsible forestry and to reach that we combine great people working together with high tech machinery and cutting-edge digital technologies.

Key Responsibilities

•                        Service operations in country level

•                        Implementation of the Company Service strategy into local operations

•                        Building local Service & After Sales strategy

•                        Development of the local Service network including service dealers

•                        Development and implementation of ESW

•                        Contact person to factory in ESW

•                        Co-operation with the Parts sales to customers and service network

•                        Workshop and field service operations – own operations and service dealers

•                        Warranty handling to customers

•                        Service agreement promotion & sales

•                        Technical support to customers

•                        Service  marketing focus locally

•                        Safety in Service operations

•                        Key customer co-operation together with Sales team

•                        Co-operation with stakeholders

•                        Support to stakeholders

•                        Communication with stakeholder

•                        Representing country operations in area/factory After Sales / Service forums

Key performance metrics:

•                        NPS of Service operations

•                        eNPS

•                        Service sales (EUR)

•                        Service agreement sales (EUR)

•                        Service agreement coverage (%)

•                        LTIF

•                        Training per person (days)

•                        ESW targets (%) per site

•                        Development

Decision rights:

•                        Responsibilities in local organization

•                        Size of the local Service operations

•                        Structure of Service operations (own vs. partners)

•                        Budget of Service operations

•                        Selecting Service personnel

Servicesjef, Norge

Rapporterer til landssjef

Hovedansvar

• Serviceoperasjoner på landsnivå

• Implementering av selskapets servicestrategi i lokale operasjoner

• Bygge lokal service- og ettersalgsstrategi

• Utvikling av det lokale servicenettverket, inkludert serviceforhandlere

• Utvikling og implementering av ESW

• Kontaktperson til fabrikken i ESW

• Samarbeid med delesalg til kunder og servicenettverket

• Verksted- og feltserviceoperasjoner – egen drift og serviceforhandlere

• Garantihåndtering til kunder

• Markedsføring og markedsføring av serviceavtaler

• Teknisk støtte til kunder

• Fokus på servicemarkedsføring lokalt

• Sikkerhet i serviceoperasjoner

• Samarbeid med salgsteamet for viktige kunder

• Samarbeid med interessenter

• Støtte til interessenter

• Kommunikasjon med interessenter

• Representere landsoperasjoner i område-/fabrikkforum for ettersalg/service

Nøkkeltall for ytelse:

• NPS for serviceoperasjoner

• eNPS

• Servicesalg

• Serviceavtalesalg

• Serviceavtaledekning (%)

• LTIF

• Opplæring per person (dager)

• ESW-mål (%) per lokasjon

• Utvikling

Beslutning rettigheter:

• Ansvar i lokal organisasjon

• Størrelse på den lokale tjenestedriften

• Strukturen i tjenestedriften (egen vs. partnere)

• Budsjett for tjenestedriften

• Valg av tjenestepersonell

Ponsse wants to develop a working culture and environment that helps to bring the best out of everyone as individuals and us all together. Customer is always in the center of our work and we continuously encourage open and proactive communication, teamwork and taking responsibility as well as agile execution. We truly care about our people, their wellbeing and growth. We are Ponsse family.