Head of Service

This is a fully remote position, open to applicants in Poland.

📋 Description

• Lead a top-tier service organization dedicated to achieving operational excellence, enhancing customer experience, and increasing both revenue and gross margins.

• Take ownership of the local Service P&L, bearing full responsibility for revenue generation and cost management.

• Conduct monthly P&L analyses and implement immediate corrective measures in collaboration with the Service Operations Lead.

• Oversee the local Service Organization.

• Communicate results and central expectations regularly to the local Service Team.

• Review monthly operational KPIs and enact corrective actions during the monthly assessments.

• Manage and nurture customer relationships.

• Supervise subcontractors, including aspects such as pricing, SLAs, capacity, qualifications, and EHS compliance.

• Enforce and adhere to commercial and operational principles.

• Evaluate key-account data, including sales and profit margins per customer/contract, and implement corrective actions as necessary.

• Adjust local contract pricing and labor rates in response to inflation and rising costs.

• Foster the development of the service business.

• Recruit, hire, train, and develop field technicians with support from HR, service specialists, and CO2OLacademy.

• Assess and enhance standard processes, including Certification L1–L3.

• Execute central initiatives and adhere to CCR strategy.

• Engage in centrally organized reviews and calls, preparing and suggesting corrective measures when needed.

• Manage claims and disputes effectively.

⛳️ Requirements

• Have a comprehensive understanding of the P&L structure, from revenue to costs and absorption.

• Know how to influence the P&L through operational KPIs via targeted actions.

• Possess in-depth knowledge of all Service KPIs, including their interconnections and influence.

• Understand all Service standard processes thoroughly.

• Have a clear understanding of the market situation, customer segments, sales potential, and competition.

• Recognize customer needs and deliver expected services in line with financial objectives.

• Achieve positive outcomes within the established timeline.

• Drive change by leading by example, demanding results, and cultivating a winning culture.

• Proactively enhance local performance and disseminate best practices.

• Excel in teamwork, fostering a productive, positive, and inspiring environment.

• Exhibit strong communication and leadership capabilities.

• Demonstrate effective time management, persistence, a focus on targets/results, flexibility, and the ability to work both independently and within teams.

• Be customer- and service-oriented, exhibiting a high degree of initiative and resilience.

• Achieve advanced proficiency in the English language.

• Hold a technical education in general management and leadership.

🏝️ Benefits

• Competitive compensation package reflective of experience.

• A dynamic and inclusive workplace culture that emphasizes innovation and collaboration.

• Opportunities for continuous learning and career progression within a global organization.

• A comprehensive benefits package.