Service Manager – Egypt (Cairo) & Africa

Overview

Rapiscan Systems is an industry leader in detection technology, providing
cargo and vehicle inspection systems and services for ports, borders,
military, high-threat facilities, and checkpoints to help customers combat
terrorism, drug smuggling, illegal immigration, and trade fraud. We offer a
broad array of scanning system configurations that leverage low-, medium-, and
high-energy X-ray technology--or multiple X-ray technologies--to address each
customer's unique security application requirements. Our commitment to
excellence in imaging performance, innovative design, and uncompromising
quality ensures our solutions consistently deliver best-in-class imaging, high
reliability, and operator satisfaction, to help customers find threats and
contraband with ease and confidence.

Overview of Role
The Service Manager is responsible for managing Service Department in Egypt
and Africa
Day to day the job holder will manage the customer requirements and associated
KPI's from a Service perspective and strive to continuously improve our
Customer Experience including managing the distributor engineers on a day-to-
day basis.
Reporting to the Director of Service, the job holder will work closely with
all Internal and External Stakeholders from Point of Sale, product deployment
and aftermarket support.
Primarily based in Cairo, Egypt but regular travel to customer sites
overseas when required at short notice.

Responsibilities

• Interface with Projects, Product line, Engineering and Sales, taking ownership of all aspects of the Service Programmes.


• Communicate to Senior Management through Programme Reviews or other means, updates and snapshots of the Programs including highlighting issues in a timely manner.


• Be the voice of the customer to provide visibility and add value to our Customer Experience Strategy.


• Engage with all internal departments, and externally with our Customers and / or Distributors, both remotely and in country, to take ownership of, and manage delivery of, all service related and other assigned deliverables, on time, and to budget. Create budget per site and manage install costs.


• Develop Programme management processes, to improve our Customer Experience, reduce costs and risks, and clarify ownership and responsibilities related to Warranty and Service Deliverables. Work alongside the project team to accelerate installations and reach warranty.


• Ensures operational excellence in achieving worked required, working towards establishing a sustainable financial model by achieving any set financial targets and driving internal process improvement and efficiency


• Negotiation of Contracts and finalization of the best vendor with the competitive cost in the market


• Monitor expenses and control the budget for maintenance and keep track on all maintenance spending, identifies, troubleshoots, produces scopes of work, drawings/specifications, competitively bid, qualify, value engineer, award and oversee maintenance and renovation activities


• Work with the Contract Management Department, to draft, improve and feedback on customer contracts.


• Manage all the contracts in allocated sites including, chasing POs, payment follow-ups, meetings to adjust payments and also make sure projected monthly revenue is achieved.


• Manage all the Field service engineers in the country including job allocation, site visits etc


• Provide regular customer facing performance and analytical reports. Extract from CRM to produce KPI's for analyses and discuss with the customer as required.


• Be the single point of contact for service and act as the escalation point for customer issues at all times.


• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.


• Collaborate with the Service Director in hiring, training, daily supervision, evaluation, and coaching/counselling of the service team


• Ensure appropriate risk mitigation procedures are implemented including disaster response.


• Meet or exceed financial expectations, budgets and goals, monitoring pricing, and reviewing cost data.


• Actively participate in tenders, working with sales, Projects, Sales and bids teams on tender review and proposal development.

**Qualifications

* A strong communicator with excellent written and oral communication skills. Able to articulate both the Product and Process to any Customer or Programme Stakeholder.
* Demonstrated experience in Personnel Management with experience at working both independently and in a team-oriented, collaborative environment is essential.
* Able to conform to shifting priorities, demands & timelines through analytical and problem-solving capabilities.
* Flexible during times of change and reacts to project adjustments promptly and efficiently.
* Ability to effectively prioritize and execute tasks in a high-pressure environment.
* Knowledge of mechanical, electrical, hydraulic, electronic equipment or complex multi-disciplined equipment or systems. Or knowledge of HV Systems
* Fluent in Arabic and English.
* Highly competent with MS Office Suite, including Word, Excel, PowerPoint and Project.
* Experience with Microsoft CRM an advantage
* Exposure to an ERP system, such as SAP or Navision, would he beneficial.
* Programme or Project management experience, preferably on an international basis
Desirable Qualifications**
* Bachelor 's degree in Engineering
* MBA, PMP certificate is a plus.
* Excellent leadership, communication, sales, and customer service skills.

OSI Systems, Inc. has three operating divisions: (a) Security, providing
security and inspection systems, turnkey security screening solutions and
related services; (b) Healthcare, providing patient monitoring, diagnostic
cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing,
providing specialized electronic components and electronic manufacturing
services for original equipment manufacturers with applications in the
defense, aerospace, medical and industrial markets, among others.