Highcon Published: November 17, 2020
Job Type
Level of education
Undergraduate
Spoken Language needed
Hebrew, English
Level of Hebrew
Fluent
Location of job
Rishon LeZion
How many relevant years experience do you require for the role:
More than 3 years

Description

Highcon Systems Ltd. is looking for a Global Service & Consumable Business Director to build and lead the worldwide Support Organization (this position is currently part of Highcon Operations organization):

Responsibilities:

Manage the Service & Consumables as a full P&L center. In the first 12 months the focus will be on building the service business.

Build the world-wide service organization (organization, business processes, tools, knowledge):
- Recruit and train local leadership / FSE’s / partners in the territories (tier 1&2)
- HQ tier 3 – escalation and New Product Introduction
- After-market business (product upgrades, service and consumables)
- Service spare parts supply chain management

Implement systems and infrastructure to support the above

Collaborate closely with the R&D and the other groups within the company both in the HQ and the field

Manage the service & consumables group while maintaining the service KPI’s (MTBF, MTTR, etc.) and consumables revenue targets including:
- Customer site readiness for installations
- Installations of new machines
- On boarding process
- Manage the resolution of H/W and S/W problems at customer machines – Tier 1 & 2
- Manage the upgrade and FCO plans
- Manage the escalation flow to Tier 3
- Manage the escalation flow to Tier 4 (R&D, Operations, etc.)

Manage the New Product Introduction process to support group including:
- Provide requirements in the early design process
- Provide feedback from support and maintenance perspective to new designs.
- Alpha and Beta testing

Manage customer escalations.

Establish and maintain relationship with key customers and other functional managers within highcon.

Expected to visit customers and the global team at the field (up to 50% of the time)

Manage the Service & Consumables as a full P&L center. In the first 12 months the focus will be on building the service business.
- Build the world-wide service organization (organization, business processes, tools, knowledge):
- Recruit and train local leadership / FSE’s / partners in the territories (tier 1&2)
- HQ tier 3 – escalation and New Product Introduction
- After-market business (product upgrades, service and consumables)
- Service spare parts supply chain management

Implement systems and infrastructure to support the above

Collaborate closely with the R&D and the other groups within the company both in the HQ and the field

Manage the service & consumables group while maintaining the service KPI’s (MTBF, MTTR, etc.) and consumables revenue target including:
- Customer site readiness for installations
- Installations of new machines
- On boarding process
- Manage the resolution of H/W and S/W problems at customer machines – Tier 1 & 2
- Manage the upgrade and FCO plans
- Manage the escalation flow to Tier 3
- Manage the escalation flow to Tier 4 (R&D, Operations, etc.)

Manage the New Product Introduction process to support group including:
- Provide requirements in the early design process
- Provide feedback from support and maintenance perspective to new designs.
- Alpha and Beta testing

Manage customer escalations.

Establish and maintain relationship with key customers and other functional managers within highcon.

Expected to visit customers and the global team at the field (up to 50% of the time)

Requirements

- Mechanical or Electrical engineer
- Experience managing support for multidisciplinary equipment, like printing or AOI machines
- Proven experience in building and managing a global service team.
- Skills in people and project management, planning, problem solving, innovation, analysis, communication and negotiation.
Apply
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