Head of Services Operations

Posted by 

Bobst is one of the world’s leading suppliers of equipment and services to packaging and label manufacturers in the folding carton, corrugated board and flexible materials industries. Founded in 1890 by Joseph Bobst in Lausanne, Switzerland, Bobst has a presence in more than 50 countries, runs 14 production facilities in 8 countries and employs close to 5’400 people around the world. The firm recorded a consolidated turnover of CHF 1’529 million for the year ended December 31, 2017. For its Business Unit Services, based in Mex, near Lausanne, we are looking for a

Head of Services Operations

“The Business Unit Services (BUSV) aims to ensure our Customers’ full satisfaction through best in class operating structure ensuring the best execution of the delivery of Services. In this perspective, and for services operations, we have to offer a unique customer experience worldwide through an harmonized, efficient and integrated organization on customer care, technical support, and field services operations; a high reactivity level to answer customer technical requests / to dispatch field service technicians to our customer’s facilities through an ambitious recruiting and training program (+340 staff worldwide from 2017 to 2021); a high level digital experience based on customer portal / ticketing system / knowledge sharing platform / harmonized back office systems."

Your Challenge

Implement BU Services “book of standard” vision transversally for customer care / technical support / field services operations, implementing a functional organization worldwide in 13 Bobst Customer Centers and 7 Bobst Services Factories: You operationalize BU Services vision; you establish the associated set of procedures / organizational models / communication flows / RACI matrix / Reporting / Job description templates / Management practices; you train, deploy, run the associated change management worldwide targeting a single model for customer care / technical support / field services operations matching with customer expectations “One Bobst One Brand”; you establish an assessment tool to evaluate the maturity / compliance of the 13 Bobst Customer Centers and 7 Bobst Services Factories, you run assessments to certify the services legal entities and link it with the score card established internally; you implement an operational excellence mindset using lean / six sigma concepts, you lead continuous improvement ideas collection, select and implement them using best practices within service organization or benchmarks out of Bobst; you implement a BU Services Operations Reporting with monthly KPI used to monitor efficiently services operations; you create a result oriented and reporting minded culture. 

Ensure that BU Services match its targets on the workforce planning (recruiting and training technical support specialists and field service technicians): You Develop, implement and maintain the workforce planning for both Field Service Technicians and Technical Support Specialist; you ensure, in close collaboration with controlling and HR that the recruitments and integration of people are compliant with the targets; you follow closely the “idle hours” and make sure we can improve Field Service Technicians “time to market”; you inform BUSV / HR management about any deviation and implement corrective actions; you design and implement the BUSV training plan within all services organization in close collaboration with Training managers in the services functions; you ensure a best in class Training strategy, aligned across entities and product lines.

Deploy BU Services new systems in the frame of the group transformation program (Bobst Business Solutions) and that we run properly the associated change management: You represent BU Services as “IT Domain lead” for the BU; you participate to Bobst Business Solution (BBS) program steering committees as a permanent member; you ensure that the implementation of BU Services systems is done on time and on quality in close cooperation with BBS Program; you support and manage closely the change management within BU Services associated to new systems implementation; you make sure that the communication / training plans are executed efficiently and you liaise with other group functions in order to build a strong group business and systems template.

Your Profile

Master Degree in Engineering, Business Administration or Services with a minimum of 10 years’ experience in services operations, business transformation in an international group. Excellent level of customer care, technical support and filed service global experience. Strong experience in strategy and deployment of new initiative in continuous improvement of business model. You are bilingual French and English, very customer focus, are a strong communicator and facilitator. You are expert in change management. Autonomous, excellent communicator, you manage successfully project and operations. Passionate, team player and customer oriented, you realize ambitious challenge.

Do not hesitate to send rapidly your resume, picture embedded, for this fantastic opportunity to Serge Rogivue