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Head of Service MEA

Location:  Dubai
Stellen-ID:  25491

G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D. 

The whole world trusts us when it comes to digital, physical or electronic payments. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry.  As the market leader in advanced currency management, would you like to join us in shaping the future of payments?

Scope and Purpose:

  • Steer and execute the Service sales and the Service delivery (Field Service and Support Delivery, and Service Backbone Operation) within the MEA region.

  • Develop a Service Sales and delivery strategy for the sustainable growth of the MEA Region within global guardrails and tailored to meet local requirements in coordination with Regional Heads of Service Sales, Field Service & Support Delivery and Service Backbone. 

  • Responsible for service revenue and gross margin achievement incl. funnel and forecast management .  Full P&L responsibility for the Service Operations (Delivery, Services sales, Scheduling, Efficiency and Quality), Technical Support, Installation, Maintenance and Service of Banknote Processing Machines, Bank Note Destruction Machines and Software services in the Middle East and Africa region and relationships with internal and external partners.

  • To build a high-performance Service Team with improved technical competencies and soft skills using existing and new members in order to enhance the customer experiences with G+D products, solutions and services during the project journey and during after-sales activities. 

  • Responsibility for permanent cost-of-delivery optimization while leading a workforce that is sufficiently motivated and cultivated for professional growth.

  • Along with the rest of the management team, this position will be required to promote a One-Team culture focused on achieving the company’s overall goals.

Key Result Areas & Responsibilities:

  • Develop a Service Sales and delivery strategy for the sustainable growth of the MEA Region within global guardrails and tailored to meet local requirements in coordination with Regional Head of Service Sales, Field Service & Support Delivery and Service Backbone.

  • Disciplinary steering management of all local service sales and delivery personnel.  Coach, mentor, develop, retain employees, review and recommend actions if necessary (including regular people review, feedback dialogues, continuous performance management, succession planning, etc.) 

  • Define best methodologies to achieve effective cross-functional communication and operational level agreements. 

  • Maintain a 360 view of customer entitlements, service operational activities, key cost drivers, and upsell, cross-sell and new opportunities.

  • Use the insights to improve service operational efficiently and maximize customer satisfaction, and farm for sales prospects.

  • Setting and steering of regional Service Backbone Operation.

  • Service Sales: 

    • Maximize initial service-attach within solution and standard deals by: enabling solution/product sales to attach standard services self-contained; support of large non-standard projects regarding service solution design and pricing. 

    • Channel management in all service-related aspects; Service-contract renewals; Service pipeline and forecast management.

    • Profitability Analysis and Controlling of Service Contracts.

    • Submission of Quotations / Tenders for S&M part (description of service activities, cost calculation) in coordination with Sale Team and Commercial Account Management.

    • Initiation / support acquisitions of additional S&M turnover (Service Contracts + Operator Trainings) in co-operation with Sales Team.

  • Field Service & Support Delivery: 

    • Support Team level 1&2 with dispatching; Field Service; Provision of account delivery (for dedicated key accounts); Subcontractor Mgt.

    • Oversee the execution of Installation support and Service & Maintenance (S&M) according to customer Service Contracts and other service agreements and warranty support.

  • Service Backbone Operation:

    • Responsible for Training delivery; Provision of product and currency SW (Adaptation) services; Responsible for repair delivery and Service product management.

    • Provision of large non-standard project support (regional execution) to Service Sales regarding Service Solution design and pricing.

    • Responsible for ensuring operational excellence: Data accuracy and integrity, (limited) data analytics and reporting, continuous cost-of-operation optimization

    • Spare Part Management incl. service stocks.

    • Order Management for all service products incl. spare parts and C-Segment (volume) products.

    • Conducting in-house repairs of machines.

    • Ensuring headcount in S&M is adequate and that staff are skilled to the full extent to handle all type of machines and software of the company product portfolio.

    • Provide input to Stores and Logistics Department regarding Spare part requirements and forecasting.

    • Management and analysis of warranty cases - respectively quality costs caused by systematic product deficiencies (technical & cost analysis) – claim of compensation.

  • Assessment of current product & service portfolio with customer feedback during post sales activities; provides input to Strategic & Technical Portfolio Mgmt. and Quality.

Job Requirements:

  • Degree in Electrical / Mechanical Engineering / MBA or equivalent qualification

  • Candidate must have demonstrated a high degree of planning, organizational, analytical, and financial skills and be able to partner and communicate with all levels of an organization

  • 15+ years experience in service business and service operation management at an industrial equipment manufacturer with experience in direct and indirect service to market management

  • Experience in inventory management and planning

  • Superior Communication at all levels of the customer organisation, very strong personality and leadership skills to manage the team  

  • Distinct Customer Service skills

  • Entrepreneurial attitude (costs, labour, time, quality and always searching for new business opportunities)

  • Must be willing to travel frequently (say 50%)

  • Good Understanding of Financial and ERP systems

$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. 

 $$ HR Team Dubai $$ careers-dxb@gi-de.com $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=25491&career_ns=job_application

We are looking forward to receiving your application!
Giesecke+Devrient Currency Technology FZE
B1, Dubai Digital Park, Dubai Silicon Oasis
www.gi-de.com/careers
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