Textile Channel Partner Service Manager

We are looking for a Channel Partner Service Manager that will be accountable for developing, managing and monitoring, Channel Partners support structure and performance, enabling business growth while increasing customer satisfaction.

Main Responsibilities:

• Channel Program deployment.
• Conduct advanced periodical channel Partner 360 degree reviews.
• Monitor Service Partner Performance (Service Business /Cost / TCE)
• Management of Service Partners selection, on-boarding, planning and Off-boarding.
• Ensure Service Partner Readiness along the Product Life Cycle.
• Promote Indirect Services business portfolio, MSC, Care packs, VAS, trainings, and spare parts sales and follow up on open services orders.
• Prepare and conduct monthly regional performance reviews, analysis & recommendations with Service Manager.
• Work closely with (country/region) Partner account managers, attending all reviews when required

Other Responsibilities:                            

• End to End responsibility of  indirect Services KPI’s in the region
• Ensure partners adhere to Channel Program Criteria, prerequisites and deliverables
• Maintain Partner Services qualifications standards. 
• Contribute to process improvement, and deploy new set processes for performance improvements.
• Proactively Monitor and control Cases & Elevations in your region
• End to end accountability of Partner Technical & knowledge Database access & updates
• Track EMEA Product Quality Performance KPI
• Proactively monitor & manage Supply chain escalations.
• End to end accountability of Partner Install base data updates & changes in liaison with respective RSPM
• Risk management, and claims minimization.
• Provide DFS Feedback (Design for Service)
• End to End management of field interventions (partners on site support) in the region.
• Work under own initiative and take ownership of issues, ensuring best in class support to partners and customers

Skills Required:

Knowledge & Experience:

• Minimum 5 - 7 years of experience preferably in services & support
• Deep knowledge of the digital textile printing technology
• Experience in Channel management in the textile domain
• Good understanding of Graphic Solution Business products and business is an asset

• Moderate knowledge of Information Technology (IT) and services industry
• Knowledge of company organization, policies, services offerings, end to end processes, tools, and
• Problem detection and analysis of root cause
• Proficiency with desktop applications and familiarity with financial reporting tools
• Moderate level of planning, project management and change management skills
• Good communication skills. Influence within same team and level.

Qualifications:

• Fluent in written and verbal English
• Fluency in any other language is an advantage
• Ability to influence others
• Able to work in a pressured environment working to tight timescales
• Strong communication skills
• Ability to generate strong relationships internally and externally
• Ability to identify potential issues early on and work them to a satisfactory conclusion
• Proactive approach to problem resolution
• Ability to operate effectively within a virtual (cross-cultural) team
• Organized and methodical approach
• Self-motivated
• Team player

#LI-POST