Technical Services Manager

3 weeks ago

Bengaluru, India Nordisk Clean Solutions Full time

Company Description:
Nordisk Clean Solutions has been at the forefront of ware washing technology since 1987. Our patented granule technology revolutionises kitchenware cleaning, emphasising efficiency and sustainability while minimising resource usage. Committed to innovation and exceeding customer expectations, we continuously evolve our solutions to meet modern needs with a focus on hygiene and environmental responsibility.

Role Description:
We are seeking a full-time Technical Services Manager based in Bengaluru, responsible for overseeing operations in India and the South East Asia region. The role involves providing technical support, troubleshooting, delivering exceptional customer service, and conducting training sessions for Commercial Ware Washers. Role involves lots of hands on working at sites and doing installation service, repairing and maintenance of machines Dish washing machines and Pot washing machines.

Key Challenges:
Grow profitable service business in line with long-term plans and Nordisk processes.
Ensure robust support, service, and commitment to the installed base.
Facilitate training for dealers and end-users, including operators.
Drive quality improvements in collaboration with production and R&D.
Develop a portfolio of service products in cooperation with channel partners.
Expand the service network.
Travelling Pan India and other SEA Countries.
Hands on working at site and handling technicians and service teams.

Roles and Responsibilities:
Strategize and plan regional activities for after-sales and service business.
Develop and nurture the regional network of service partners in alignment with Nordisk‘s core values.
Organise service training programs for channel partners and Nordisk employees.
Support regional activities such as pre-studies, case studies, exhibitions, seminars, and training within allocated budgets.
Monitor customer satisfaction index (CSI) statistics and execute corrective and preventive actions as per the local customer support plan.
Contribute to process development, particularly focusing on quality improvement, technical support, and service.
Coordinate annual meetings and monthly technical webinars with channel partners.
Manage active service contracts and leasing contracts to ensure profitability and customer satisfaction.
Lead, manage, and develop the regional technical support and service team in line with Nor:disk‘s core values.
Set monthly sales targets by geographic region and market segments, monitoring team performance and providing regular service sales forecasts.
Conduct monthly business reviews with relevant reporting requirements.
Ensure compliance with the Group Code of Conduct across the organisation and related partnerships.

Qualifications:
10+ years of technical support experience in the food service industry.
10+ years of team management experience.
Excellent communication and presentation skills.
Proficiency in technical services and support, with troubleshooting expertise.
Strong customer service orientation.
Experience in delivering training sessions.
Exceptional problem-solving abilities.
Ability to thrive in a fast-paced environment.
Minimum 5 years of experience in the food service or ware-washing machines industry is must.
Bachelor‘s degree in a related field preferred.
Nordisk is committed to providing safe and healthy working conditions globally, and all employees are expected to share this commitment and adhere to global and local policies.

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