Service Manager

**Location Bologna, Italy**
- Note: _This position combines products and electronics in systems, and will require you to learn new skills in those fields, and skills specific to the aviation industry. _**_We provide training on the job_**_._

**OCEM Airfield**

**OCEM Airfield is a global leader in technologies that help airports handle more aircraft, safely and efficiently, from approach to departure. Our products, systems and services can improve any airport performance from approach, runway and taxiway lighting; to tower-based traffic control systems.**

OCEM Airfield designs, manufactures, installs and maintains airfield ground lighting and control and monitoring systems (AGL) for commercial and military airports worldwide. In the early 2000s, OCEM pioneered airfield product lines incorporating reliable, energy-efficient LED technology. Today, the company continues to help airports make the switch from halogen and draws on its legacy of LED to drive other changes towards sustainability, safety and reduction in power consumption. OCEM AGL solutions can be found in more than 1,000 airports on six continents.

OCEM Airfield also includes its subsidiaries Augier (Nice, France) and Multi Electric (Chicago, USA).

The mission of the Service Manager

We are looking for talented and enthusiastic people with the passion to support our vision and values and help to change the future of aviation.

We are now offering a fascinating position as Service Manager who will be in charge of managing and overseeing the Service Team, that includes service desk/inside sales, repairs/trouble shooting, and training activities, as well as the assignments of field service engineers working on start-up and commissioning of projects globally. He/she will coordinate support activities for the internal and external customers (complaints, procedures, documentation etc.), and execute campaigns to grow service sales. He/she will promote efficient communication and presentations towards customers and between teams.

Activities
- You oversee all activities related to the aforementioned teams.
- As a natural born mentor, you proactively develop your teams’ technical and personal capabilities, manage scheduling in an efficient way while balancing workload, and motivate and retain your members with your coaching leadership.
- You continuously monitor performance, financial and customer experience KPI’s, and other metrics to ensure compliance with company goals and customer expectations.
- You provide monthly forecasts and regular reporting as required.
- You ensure continuous improvement by establishing, evaluating and adapting processes.
- Customer satisfaction is your prime objective: you act as main point of contact with regards to customer complaints and are responsible for handling them in the most satisfactory way possible. You travel nationally and internationally as needed to support, evaluate and improve the teams’ performance.
- Despite your management role, you are still a hands-on, practical thinker not afraid of getting your hands dirty. You step in if and when needed to support your team members and you maintain a high level of technical knowledge of new and existing products to do this.

Qualifications & Skills
- Min. Bachelor’s degree in an Electrical, Electronic or Mechanical Engineering or related field, or equal by experience;
- Min. 5+ years of relevant working experience in a technical environment, managing a sizeable team, preferably in a global/international enterprise;
- Great English language skills are a must, knowledge of French is a plus
- Knowledge of Airfield lighting and Aviation in general is a big plus;
- You are well versed in basic electronics including low and high voltage;
- You have a basic to moderate understanding of computers, computer networks and network communication;
- You have experience with project management and are able to work within scope, including scheduling, budgets, monitoring material and labor costs.

Personal Competence
- You have strong leadership skills, you love building your team up using mentorship and hands-on coaching. You lead by example. However, you can also set boundaries and targets when necessary to ensure your team runs smoothly.
- With your global mindset, you are sensitive to cultural and local differences and work together seamlessly and remotely with cross-functional team members around the globe.
- You work well under pressure and have the time management skills you need to set priorities and meet deadlines as you drive for results.
- As a people person, you communicate efficiently, diplomatically and frequently with all stakeholders internally as well as externally. You are able to de-escalate conflicts fluently and get everyone on the bandwagon in order to work together smoothly.
- You are never happy with the status quo, instead proactively find opportunities for improvement everywhere, generating new ideas and solving issues creatively.
- Strategic thi