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
- 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