Area Service Manager - Northern Europe

Mission

The Area Service Manager will be responsible for the full cycle operation of multiple Proton Therapy (PT) sites in the Northern EU area, including maintenance, quality, safety, P&L, and customer satisfaction, all in alignment with departmental goals and standards and IBA’s policies and guidelines 

Challenges we trust you with

Customer Relationship Management

• Build and maintain strong relationships with customers across the sites, ensuring clear communication and regular engagement.
• Act as the primary point of contact for customer escalations and ensure high customer satisfaction.

Service Contract Management and Compliance

• Accountable for meeting all contractual obligations and ensuring service delivery aligns with customer agreements, including service quality, response times, and deliverables.
• Prepare presentation reports and documentation to demonstrate compliance with contractual commitments and provide updates to both customers and internal stakeholders.

Onsite Activities Overview

• Review and guide onsite activities to ensure smooth operations and service delivery across multiple sites.
• Prepare and present regular reports on site performance, customer satisfaction, operational metrics, and contract compliance.
• Accountable for the implementation of service strategy.

Management, Escalation and Resolution of issues

• Escalate critical issues promptly according to process.
• Develop contingency plans to minimize service disruption in case of emergencies.

Safety & Quality Compliance

• Accountable for the application of safety standards ensuring high quality in all site operations.

Team Leadership and Development

• Lead, coach, and support service teams.
• Supervise the site team’s development, hiring, and onboarding, and partner with Site Leaders to identify growth opportunities.
• Foster a positive team culture, promoting engagement, accountability, and collaboration across locations. 
• Provide leadership and oversight to Site Tech Leaders, ensuring that sites meet operational targets by setting clear objectives and KPIs, assessing, inspiring, and modeling impeccable performance through regular assessment and feedback.
• Ability to communicate effectively and establish credibility with technical and non-technical stakeholders, including executive regional and global staff.

Finance 

• Manage the budget for service operations. Monitor expenses, control costs, and ensure profitability without compromising service quality.

Special Projects

• Assists with special projects and assignments as needed.

What we value

• Master degree in engineering, business administration, operations management, or a related field.
• Previous experience leading regional Service and Operations teams, preferably in a high-availability critical environment.
• 7+ years of experience leading, coaching, and engaging regionally dispersed teams.

And you also are:

• Strong leadership, communication, and people-management skills with proven experience in mentoring, coaching, and developing team members.
• High emotional intelligence, interpersonal skills, and the ability to develop trusting and long-term relationships internally and externally.
• Customer-focused mindset aimed at continuously improving customer satisfaction.
• Strong technical, data handling, and interpretive skills; ability to leverage analytic and reporting systems and large databases creatively to maximize advantage.
• Demonstrated ability to work well within a complex organization and collaborate with staff at all levels.
• Effective organizational, planning, and execution abilities.
• Ability to function in a fast-paced and changing environment with multiple priorities and objectives.
• Previous experience leading technical Service and Operations teams, preferably in a high-availability critical environment.
• Knowledge of maintenance planning within a Computerized Maintenance Management System (CMMS).
• Experience with financial/budget management, scheduling, and resource management.
• Ability to develop a plan, delegate tasks, and motivate team members to meet objectives.