Installed Base & Service Expert
Installed Base & Service Expert
Join our Systems organization to drive the growth of the organization and its successful system propositions, like Lattiz!
FrieslandCampina Professional (FC-P) is a customer-led organization, unleashing the full potential of the B2B world. FC-P aspires to become a world-class, global leader in dairy and plant-based value-added, ingredients and solutions, by servicing direct and indirect customers.
Expansion of our solutions business, in which the machine and product are closely related, is recognized as one of the levers to realize this ambition. A new Systems organization is formed to carry out this responsibility for launching, driving and supporting existing and new Lattiz solutions in the markets across the globe. This separate organization has been set up as a recognition that the way of working in such a solution/service organization is different from the standard (B2B) business in FC-P.
Our solutions consist out of an appliance, product and a lock-in technology and are designed to solve specific customer pains across various channels and use moments.
As Installed Base & Service Expert you will play an important role in development, support and running of Systems Installed Base & Service.
Wat we vragen
You will be successfull in this position when you have:
What we ask
- 3- 5 years of working experience in an international food (e.g. coffee), appliances, dispensing systems or service environment, preferably as technical specialist or lead in innovation projects.
- Completed BSc degree preferably in food science and technology, technical business administration or product design.
- Proven track record in (strategic) service partnership management, particularly in setting up service networks.
- Experience with Operational/Service Excellence (e.g. WCOM), troubleshooting, structural problem solving (RCA) and Six Sigma or Lean.
- A successful track record in leading continuous improvement or innovation processes or projects.
- Strong analytical skills and data-driven thinking.
- Strong customer focus with a drive for ultimate customer satisfaction.
- Ability and willingness to travel >2 days a week.
- Communicative at all levels (verbally and in writing) in Dutch and English and preferably French or German.
Wat we bieden
We offer you a great opportunity where you can make a difference and have impact on development and running of our systems businesses. You will be a part of an exclusive team within Royal FrieslandCampina, which develops solutions for our customers to make the excellent drinks for the consumers.
You will set up the supply chain principles within the organization; whereby distribution of spares, RTM for appliances, services and spares will be build.
The team is open and collaborative and has a strong ambition and drive. You will be exposed to different cultures and contexts and will be able to help build and grow the team and organization as such.
Vacaturetekst
Your role is to enhance customer satisfaction levels for newly launched and installed base appliances. As the frontline team of the Systems organization within FrieslandCampina Professional & Trading, your objective is to achieve Service Excellence in the appliance and service supply chain. This involves overseeing training, service, efficient distribution of appliances, spare parts, and manufacturing components. Continuously improving processes by promptly addressing customer complaints and enhancement requests is crucial to ensuring the smooth operation of the installed base and service provision.
Other (content driven) main activities that are part of your role:
- Secure and manage the end-to-end service supply chain for installed base appliances, spare parts, and services throughout the entire lifecycle.
- Ensure on-time, in-full (OTIF) service delivery (including installation, activation, demonstrations, repairs, maintenance, training, technical support, manuals, documentation, software updates, warranties, handling complaints, end-of-life processes, etc.) by implementing Service Excellence principles, agreeing on SLAs, and monitoring performance.
- Foster strong relationships primarily with service partners, distributors, importers, secondary resellers, and manufacturers, including monitoring performance metrics.
- Manage routes-to-market (RtM) strategies for appliances, spare parts, and services in close collaboration with Sales and Resellers.
- Facilitate the onboarding of new service partners through technical training, validate their technical capabilities and monitor their performance over time using KPIs.
- Recommend and implement technical and operational improvements to enhance the performance and customer satisfaction of both services and appliances.
- Collaborate as a key project member in New Product Development to ensure quality, serviceability, total cost of ownership (TCO), corrective and preventive maintenance, modularity, mistake-proofing (Poka Yoke), service supply chain integrity, and appliance robustness.
- Conduct and oversee field tests with market partners to validate, improve, and commercially release new appliances and services.
- Monitor and optimize the performance of installed base appliances by conducting field visits and collecting and analyzing data on condition-based/predictive maintenance (CM/PM), mean time between failures (MTBF), parts usage, TCO, and complaints or issues.
- Utilize fact-based issue management, risk and data analysis, and deep-dive root cause analysis to enhance and meet the needs of customers and partners.
- Continuously monitor and optimize customer and partner satisfaction levels for both new product launches and the existing installed base, closely aligning with Customer Care and Sales.
- Provide support for and maintain the Service Partner Portal and digital ecosystem for service data and analysis.
- Acquire and disseminate technical knowledge among relevant internal and external partners and maintain the Training Academy.
Ons team
Zie alle collega's op LinkedInThe Systems organization will be led by the Business Director Systems. This position is a part of one of the 5 pillars within the organization. In this role you will report to the Installed Base & Service Manager. You will closely work together with the Supply Chain team within FrieslandCampina as well as with the Sales & Marketing Organization.
You base location is Nuenen.