Technical Services & Training Manager – EMEA

Job context:

Manages the local technical services group which provides support to technical issues related to sales. Develops new valuable technical, field and software services. Develops training material for both internal and external on all Tyco FS&BP products, systems and applications. This task is divided into 6 key functionalities: Technical Services, Training Services, Design Services, Software Services, Field Services and coordination responsibilities for a local team. The Services team collaborates very closely with Sales, the other functional teams within EMEA and the Global Services Group.

One team offering and developing:

• Valuable design services that result in basic designs and calculations for the correct use of our products and systems in a wide variety of applications, in accordance with the applicable industry codes and standards.

• Valuable field services that support proper installation, testing, operation, maintenance and QA issues of our products and systems as installed in the field.

• User support and training for all in-house developed technical design software, which continues to evolve on its global basis and offers all required regional functionality.

• Professional approaches to provide sales support and technical support on the correct design, installation and maintenance of our products and systems.

• On-line and live training sessions targeting both internal and external audiences, training these on application, design, installation and maintenance for all Tyco FS&BP solutions and relevant industry codes and standards, driving direct services revenue and leveraging indirect product and system revenue through increased customer satisfaction and loyalty.

Key Responsibili­ties:

Managing the local technical services group

• Translate the organisational and functional goals into individual tasks and specific action items for the local team members.

• Create and implement individual development plans for each talent to increase functional performance.

• Responsible for selection, recruitment and development.

• General coordination of daily continuity within the department

• Handling and signing off expenses reports and costs generated within the responsibilities of the team members

Responsible for technical support

• Monitoring and managing the technical support level as provided by the team.

• Develop technical knowledge within the own group and throughout the EMEA organisation.

• Monitor product pull through resulting from technical services.

Co-responsible for development and delivery of training activities

• Monitor and managing the training activity of the group and their participation in development and delivery of trainings.

• Translate the general EMEA Services goals into specific training services actions and goals.

• Co-responsible for the training services, service level and capacity planning.

• Responsible for the development of trainers.

• Managing the availability and expertise of the local training staff.

• Responsible for the availability and condition of the training materials and samples for the relevant training sessions across the training locations.

• Develop relevant training services content that meets market requirements/opportunities for live training sessions, e-learning and webinars.

• Monitor training revenue on proper pricing and handling by Sales via ERP and Data Warehouse System.

Develop and maintain valuable design and field services

• Develop clear processes and tools for pre-defined design and field services.

• Drive design and field services revenue and monitor product pull through resulting from these services.

• Responsible for initial designs and cost price calculation for relevant skids.

• Monitor design and field services revenue on proper pricing and handling by Sales via ERP and Data Warehouse System.

Responsible for the development of engineering tools and processes

• Monitoring and improving the performance of the used tools and processes.

Responsible for the CAD libraries and management

• Develop and implement drawing standards and revision management procedures.

• Manage the application engineering CAD library and component database, enforcing strict revision control and maintenance of files.

Developing solutions to meet technical requirements of customers and sales teams

• Develop sales supporting tools and materials.

• Develop services to meet customer requirements.

Overall Project coordinator for large projects

• Lead large complex projects and coordinate team activities.

• Provide and coordinate design and field services activities.

• Set, monitor and report on progress of the project planning.

• Lead or attend overall project meetings to ensure sufficient progress, suitable resources and coordination of all related activities.

Responsible for software services

• Initiate and monitor improvements of EMEA specific and metric functionality and EMEA database content.

• Manage the use the software for our own design services and support sales in developing a successful approach to increase the sales and usage by our customers.

• Manage the software services training and support function and ensure sufficient service level and continuity.

Qualifications needed

Education:

• Bachelor or Master degree mechanical engineering or similar background through education or experience.

• Managing / coordination experience required.

Job Specific:

• Knowledge of or experience with working at contractor level

• Trained/certified on relevant international codes and standards

• Good verbal and written command of English

• Knowledge of and experience with computer programs used for the job (AutoCAD, MS Office, MS Projects, SAP)

• Project Management Training

• People management skills

• Knowledge of and experience with fire protection technology and/or mechanical applications

• Knowledge of and experienced in working with CAD systems

• Working with project management tools

• Working with general computer tools

• Drivers license