Job Description

Servicemanager Key Accounts Fire & Security
Capelle aan den Ijssel

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Netherlands
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Functieprofiel – Servicemanager Key Accounts Fire & Security

Doel van de functie

De Servicemanager Key Accounts Fire & Security is eindverantwoordelijk voor de operationele, contractuele en klantgerichte aansturing van een team van circa 14 medewerkers binnen Fire & Security Nederland. De functie borgt een stabiele, kwalitatief hoogwaardige en compliant dienstverlening aan key accounts, met speciale aandacht voor wettelijke verplichtingen, certificeringen en langdurige klantrelaties.

De Servicemanager fungeert als verbindende schakel tussen klanten, serviceteams, specialisten (her-certificering) en interne afdelingen, en is verantwoordelijk voor zowel klanttevredenheid als contractprestaties.

Plaats in de organisatie

Rapporteert aan: Service Operations Manager Fire & Security
Geeft leiding aan: ca. 14 medewerkers, bestaande uit:
- SPOC’s / Contractmanagers voor specifieke key accounts
- Specialisten her-certificering brandmeldsystemen
- Specialisten her-certificering brandblussystemen

Kerntaken en verantwoordelijkheden

1. Leidinggeven & teamontwikkeling

Aansturen, coachen en ontwikkelen van het serviceteam (SPOC’s, contractmanagers en certificeringsspecialisten).
Bewaken van taakverdeling, capaciteit, werkdruk en continuïteit.
Voeren van functionerings- en beoordelingsgesprekken.
Stimuleren van eigenaarschap, samenwerking en kwaliteitsbewustzijn.
Zorgdragen voor kennisontwikkeling op het gebied van wet- en regelgeving, normen en klantafspraken.

2. Key Account & klantmanagement

Eindverantwoordelijk voor de dienstverlening aan key accounts binnen Fire & Security.
Bewaken van klanttevredenheid, SLA-afspraken en contractuele verplichtingen.
Escalatiepunt voor klanten bijaangaande prestaties, incidenten en afwijkingen.
Periodiek voeren van operationele en tactische klantgesprekken.
Vertalen van klantbehoeften naar interne acties en verbeterinitiatieven.

3. Contract- en prestatiemanagement

Verantwoordelijk voor de naleving en prestaties van servicecontracten.
Monitoren en analyseren van KPI’s (o.a. responstijden, compliance, planning, kosten en kwaliteit).
Initiëren van verbetermaatregelen bij afwijkingen.
Bewaken van financiële prestaties van contracten in samenwerking met management en finance.
Signaleren van commerciële kansen (meerwerk, optimalisatie, verlenging).

4. Her-certificering & compliance

Eindverantwoordelijk voor een correcte en tijdige uitvoering van her-certificeringen van:
- Brandmeldsystemen
- Brandblussystemen
Borgen van naleving van wet- en regelgeving en geldende normen (o.a. CCV, NEN, EN).
Zorgdragen voor juiste planning, documentatie en opvolging van bevindingen.
Aanspreekpunt voor interne en externe audits.

5. Proces- en kwaliteitsverbetering

Continu verbeteren van serviceprocessen en werkwijzen.
Standaardiseren van werkwijzen binnen het team.
Samenwerken met planning, engineering, sales en andere LOB’s.
Actieve bijdrage aan stabiliteit, voorspelbaarheid en schaalbaarheid van de dienstverlening.

Bevoegdheden

Operationele beslissingsbevoegdheid binnen afgesproken kaders.
Prioriteren van werkzaamheden en inzet van teamcapaciteit.
Escaleren naar management bij risico’s op klant-, compliance- of contractniveau.

Kennis en ervaring

HBO werk- en denkniveau.
Aantoonbare ervaring in service- en/of contractmanagement binnen een technische of industriële omgeving.
Kennis van Fire & Security (brandmeld- en brandblussystemen) is een sterke pré.
Ervaring met key account management en klantgesprekken op tactisch niveau.
Bekend met wet- en regelgeving, certificeringen en kwaliteitsnormen.

Competenties

Leiderschap en coachende vaardigheden
Klantgericht en communicatief sterk
Analytisch en resultaatgericht
Organisatorisch sterk en stressbestendig
Besluitvaardig en verantwoordelijkheidsgevoel
Verbindend tussen techniek, operatie en klant

Succescriteria

Hoge klanttevredenheid bij key accounts
Contractuele prestaties op of boven afgesproken KPI’s
Tijdige en correcte her-certificeringen
Stabiel, gemotiveerd en professioneel functionerend team
Continue verbetering van processen en samenwerking

Interesse?

Heeft deze vacature je interesse gewekt? Stuur dan je sollicitatie bij voorkeur in via onze website. Je kunt ook je contact opnemen met (Talent Acquisition Partner) via
Richard Verleg

#LI-RV1

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