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Aftermarket Service Operations Excellence Manager

Location:  Belgium - Overijse
Contract Type:  Permanent contract

Job Description available in English

About BIA

 

BIA Group is active in the sales, rentals and after-sales services of equipment intended for public works, mines, quarries and transport. The Group operates in Europe, Africa and Asia and has more than 1300 enthusiastic employees.

 

Summary

 

The aim of this function is to drive the excellence of Service Operations within BIA Aftermarket to enhance customer satisfaction, drive revenue, build brand reputation, and improve the overall success and competitiveness of the AfterMarket. The goal of the function is to optimize and strengthen the efficiency, effectiveness, and global excellence of the aftermarket service operations by maintaining high standards in service delivery, optimizing the use of resources, maximizing revenue opportunities, and ensuring the long-term success.
The responsibility area is on all service operation (Workshop, CRC, Mining job site, Field ...) in all BIA entities. 

 

What will be your responsibilities?

 

1.Process Excellence for Aftermarket Service
-Establish group operational standards and procedures for aftermarket service operations.
-Analyse local operational processes to identify bottlenecks, improvement opportunities, resource optimization and enhance overall operational efficiency.
-Lead improvement and standardization of operational processes and standards to optimize operations, enhance efficiency, minimize operational costs, and ensure high-quality service delivery.
-Supervise and regularly assess of Aftermarket services operations to ensure deployment and adherence to process and standards.
-Work closely with local entities and other departments for harmonious integration of operating standards and ensure implementation of global solutions for local needs.

2.Performance Monitoring and Continuous Improvement
-Identify key performance indicators (KPIs) needed for service business development and operations efficiency analyses.
-Define and develop measurable metrics to track process efficiency and effectiveness, creating a performance measurement framework for service delivery.
-Analyse data from service operations to derive data-driven insights, inform decision-making, and drive continuous improvement.
-Provide expert recommendations to support Aftermarket Managers in improvement of business development and operations efficiency.
-Instil a culture of innovation, proactively addressing identified issues and encouraging continuous improvements.
-Provide ongoing support for skill development within the Aftermarket Service teams.

3.Operational Excellence for Aftermarket Service
-Be the SPOC, stay informed and provide expert recommendations about industry standards related to: workshop infrastructure, contamination control, tooling and other operational programs.
-Realise business and operations analysis to define workshop infrastructure needs.
-Establish detailed business requirements in collaboration with Aftermarket manager and country director.
-Provide expert recommendations to Support Aftermarket and Country managers in workshop and tooling optimization for enhanced efficiency.
-Develop and deploy group programs in Aftermarket service with positive impact on customer satisfaction, such as contamination control program.
-Define, supervise, and optimize the requirement and utilization of tools to ensure efficient service operations.
-Lead the development and implementation of a comprehensive tooling management program across the group.
-Define obligation, realize needed training and coordinate tool calibration activities throughout the group to maintain accuracy and compliance. 

4.Digital Transformation Development in Aftermarket
-As you grow in your role, develop into being the Business Process Owner (BPO) for the Aftermarket Service.
-Analyse and take appropriate decisions on all Aftermarket Service change and improvement requests.
-Establish detailed business requirements in collaboration with Aftermarket manager, country director and head-off.
-Supervised and/or support the development of digital tools throughout the group.
-Explore and implement new technological solutions to enhance Aftermarket Service operations.
-Leverage digital tools to improve communication, tracking, and reporting.
-Establish SAP standards for the use of Service & Maintenance module, ensure consistency and implementation.

 

Who are we looking for?

 

  • Degree in Engineering

  • Minimum 10  years of experience in operations with at least 3 years in process improvement

  • Methodical, meticulous, persuasive and perseverant with a touch of diplomacy

  • Languages : French and English (level B2 minimum for the second language is required)

  • Microsoft Office

  • SAP

  • Proven experience in Operations Management, Project Management, Process Optimization.

  • A solid Technical and Industrial Background

  • Knowledge of Standards and Regulations is a plus      

 

What's in it for you?

 

  • A permanent contract 

  • A competitive salary and an interesting package of extra-legal benefits 

  • A human sized company with international dimension, encouraging autonomy and team spirit 

  • Cooperate in a team with experienced and passionate colleagues within a successfully growing family-owned company 

  • Benefit from a challenging career opportunity with an extensive training program 

  • In this challenging job you get the possibility to take initiative and further develop the function 

 

Apply now »