Service Delivery Manager

at  Tetra Pak

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what’s good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people’s lives every day.
And we need people like you to make it happen.

JOB SUMMARY

Tetra Pak is a global leader in food processing and packaging solutions, dedicated to making food safe and available everywhere. With a presence in over 160 countries and an extensive product portfolio ranging from packaging materials to processing equipment, Tetra Pak is committed to sustainability, innovation, and creating value for its customers and stakeholders.
Drive growth, profitability and capabilities in Technical Service business Customer Management responsibilities for a large segment of the business in the market area deploy the Technical Services portfolio.
Ensuring the quality of labour service delivery to customers in accordance with the world class industry standards. Secure resource readiness, responsiveness and capability to fulfil the current & future business needs. Drive optimal utilization, operational cost optimization and manage maintenance work profitability. Responsible to keep customer centricity in decision making and to ensure high level collaboration with market operations. Manage the customer service operations in efficient manner by liaising and leveraging the cross functional teams.
You will be travelling up to 75% of your time to our customer sites (Chile).
You will be based in Osorno, Chile.
Tetra Pak is not sponsoring visa or relocation for this position.

As a Service Delivery Manager, you will:

• Lead the supervision of field force activities to ensure that they are executed to a high standard and in line with agreed procedures, safety standards and regulations, ensuring that all assignments are manned in an efficient and effective way to satisfy customers.
• Lead the support to the Field Service Engineers (FSE) to resolve issues, making sure the Problem Solving Methodology and Issue Resolution escalation process is consistently followed and applied to ensure rapid and permanent resolution.
• Provide regular and consistent communication to relevant stakeholders, including account teams, on issue status and next steps.
• Serve as Issue Driver, as required.
• Lead the consistent use and application of global standards, processes and tools, for each type of service delivery. Perform regular audits of service execution, and follow up with relevant improvement action plans.
• Lead the analysis and follow up of Customer Experience Surveys and feedback from account teams in own area of responsibility, drive relevant action plans to improve customer satisfaction.
• Lead the timely and high quality completion of all relevant technical reports from the team in own area of responsibility.
• Lead, develop and manage the field force team according to the global HR processes, standards and definitions.
• Participate in the the identification of talent/potential candidates for promotions, rotation assignments and career migrations.
• Participate in creation and lead execution of the competence development and certification plans for the field force in own area of responsibility.
• Participate in market area tactical planning and resourcing process, by providing relevant inputs for capacity and competence development.
• Participate in extended account teams in own area of responsibility to ensure the service delivery meets expectations of account team and customer stakeholders.