Service Delivery Manager

Job Summary

Customer Service Operations North Europe is delivering Maintenance, Upgrades, Installation and Issue resolution to our customers. We stand for quality and performance, and with a growing business we constantly are developing our capabilities and operations to stay attractive and professional to our customers.

We are looking for a Service Delivery Manager, (Huoltopäällikkö) that will be the pivotal for Tetra Pak services by leading a team of professional Service Delivery Engineers within Customer Service Operations.

Are you passionate about leading a Service team, and engaging and developing others and delivering technical support to Tetra Pak Customers?

The position is permanent and based in Finland, but you need to be prepared and flexible to travel up to 50%, within Finland.

What you will do

As a Service Delivery Manager, you will be responsible for managing a dedicated team of engineers as a part of the Service organization delivering maintenance, issue resolution, upgrades and installation of Packaging and Processing equipment. You will ensure Tetra Pak provides our customers with a high quality of services, and that all issues are dealt with in the most effective way both for the customer and Tetra Pak.

This position provides a strong foundation in working closely with customers, the Customer Service Operations Director, the Central Planner and Account Managers, and will provide continuing career opportunities within the company.

You will focus on;
• Lead, develop and manage the field force according to the OHS Regulations, Individual Development Plan’s, Global HR Processes and Company Policies.
• Lead the supervision of all planned activities, to ensure they are executed to a high standard and in line with agreed procedures.
• Drive adoption and use of Processes and workflows into the day-to-day operations
• Lead issue resolution (management and escalation) to ensure timely quality resolution to the satisfaction of the customer.

We believe you have

You are a self-driven, highly motivated person with a will to lead and taking ownership for your team. As the work includes managing a team, close contacts with customers, suppliers and colleagues, it is important that you have excellent communication skills and the ability to create and maintain relationships. You are used to work in a high paced environment and can structure your work efficiently to deliver accurate and timely results. You are a leader with a positive and inspiring approach, motivating and coaching is something you enjoy.

We think you have Technical/engineering education and a solid working experience of service business and products and are truly Customer oriented. You have a high level of food safety knowledge and very good knowledge of mechanical and electrical components. A good command of English and Finnish both written and spoken is a requirement.