Job Title:EMEA Customer Service Commercial Manager

Reporting To:Global Customer Service Director

Issue Date:October 2017

Location: During the next year, the position location will require to be based in Cambridge.

Longer term there may be more flexibility.

Job Purpose:To promote and support the regional capability employees in providing the best services for customers.

This position will be responsible for managing CS resources to meet all CS metrics, KPI’s and fiscal budgets. Management, and development of the staff within the CS function and the Commercial Manager will manage the activity and performance of the employees in a region.

Directly supervises: CS Team Leaders, Supervisors

Indirectly supervises: CS engineers, service staff and sub-contractors

Liaison with: All INCA departments, including sales, R&D, and meet clients,

Is candidate to take any tests? Psychometric tests

Will candidate be required to travel?It is anticipated that there will be travel in this role from time to time to visit clients and support staff.

Principal Responsibilities:
The CS Commercial Manager’s mission will be to ensure that the EMEA CS function meets the budget.
The Commercial Manager’s mission will be to develop the CS business by working with Inca departments, visiting Customers:
To achieve this mission, the role will:
  • Support the business plan and ensure staff activities are aligned to the plan

  • Change management – must be able to deliver services whilst introducing change to the operation

  • Introduce, track & manage quality & safety metrics for each facility & product line to meet agreed targets

  • Ensure that adequate resources are available in the region to meet the ongoing demands in conjunction with the strategic plans and long-term goals of the region

  • Maintain high productivity of engineers in the field

  • Drive the Critical Success Measurement process into the regions focusing on the metrics

  • Comply with the HSE policies and Quality Management.

  • Actively seek out (and participate in) both formal and informal training and development covering both technical skills and personal development

  • Develop and support the annual plan to support growth and profit

  • Responsible for the CS contracts and managing the process of annual renewals

  • Ensure that non-contract work is managed to deliver the agreed standard on margin

  • To manage the delivery of CS contracts to ensure Inca delivers on its contractual commitments

  • Interface with distribution and implement contract management reviews with Distributors across Europe

  • In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by the manager from time to time in relation to the job holder’s skills and abilities

Contact with Others: / Knowledge and Experience:
1. Customers and external parties /
  1. BSc or equivalent level qualification with Engineering or Business Orientation

2. Senior Management Team and Directors / 2.Five years’ Customer Support experience including management of engineers and service desk in technical industry.
3. Inca Line Managers / 3.Excellent interpersonal, written and oral communication skills.
4. Inca Colleagues / 4.Proven ability to work in a team environment.
5. External contacts, e.g. Forums, Recruitment
Agencies, Advisors and Professional Bodies. / 5.IT skills – Microsoft Office.
6. European experience an advantage.
Competencies:
  1. Leading & Deciding
/ 5. Creating & Conceptualising
1.1 Deciding and Initiating Action / 5.3 Formulating Strategies & Concepts
1.2 Leading and Supervising / 6. Organising & Executing
  1. Supporting & Co-ordinating
/ 6.1 Planning & Organising
2.1 Working with People / 6.2 Delivering Results & Meeting Customer Expectations
2.2 Adhering to Principles and Values / 7. Adapting & Coping
  1. Interacting & Presenting
/ 7.1 Adapting and Responding to Change
3.1 Relating and Networking / 7.2 Coping with Pressure and Setbacks
3.2 Persuading and Influencing / 8. Enterprising & Performing
3.3 Presenting & Communicating Information / 8.1 Achieving Personal Work Goals & Objectives
4. Analysing & Interpreting / 8.2 Commercial Thinking
4.1 Writing & Reporting
4.2 Applying Expertise & Technology
4.3 Analysing