Head of Service / BC Service Manager - South Africa

KHS is a subsidiary of Salzgitter AG. As one of the world's leading manufacturers of filling and packaging systems for beverages and liquid food we are a world-class player. Our customers have trusted in our passionate pioneering spirit and first-class technologies for over 150 years. However, we can only remain world class if we continue to find new employees who make just as high demands of themselves and the quality of their work as our customers make of us at KHS. Are you one of them?

Your Tasks:

• Develop, implement and execute the KHS Southern Africa Service and Aftersales Strategy in alignment with KHS GmbH objectives and local business requirements.
• Develop and execute a comprehensive Aftersales growth strategy encompassing spare parts, conversions, upgrades, service contracts, technical services, training and other customer support offerings.
• Drive business growth, Aftersales revenue and profitability opportunities throughout the Southern African region.
• Assume responsibility for the Service and Aftersales Profit & Loss (P&L), ensuring achievement of revenue, margin, profitability and working capital objectives aligned with annual operating plans, budgets, forecasts and growth initiatives aligned with regional and global business objectives.
• Prepare and present performance reports to local and global leadership teams.
• Identify local market needs and develop Aftersales strategies for the region and key customers.
• Lead, manage, develop and mentor the Aftersales Management Team, comprising the Service Manager, Conversions Manager, Training Manager, Order Management Supervisor    and Service Key Account Managers.
• Drive a high-performance culture through performance management, coaching, succession planning, leadership development and technical guidance
• Ensure effective collaboration and alignment across Service, Conversions, Training, Parts, Order Management and Customer Support functions to deliver a seamless customer experience throughout the equipment lifecycle.
• Own the overall Aftersales pipeline, pricing strategy, revenue generation and profitability.
• Manage aftersales contracts, pricing strategies and commercial agreements.
• Support the Sales Team with new equipment opportunities, quotations, installations, commissioning activities and market intelligence.
• Support Service Key Account Managers in managing strategic customer relationships and identifying growth opportunities.
• Act as the escalation point for critical customer issues, major technical incidents and high-impact business risks.
• Develop, implement and manage Service Level Agreements (SLAs) aligned with KHS GmbH standards and customer requirements.
• Manage Customer Relationship Management (CRM) activities at both local and global levels.
• Drive continuous improvement in customer satisfaction, customer retention and service delivery performance.
• Through managers, ensure the effective planning and allocation of departmental resources, projects and activities to achieve optimal service delivery and customer satisfaction.
• Ensure effective service operations across the region, including technical support, field service activities, installations, commissioning and customer support.
• Ensure KHS standards are consistently applied during installations, commissioning activities, acceptance testing and customer handovers.
• Provide leadership and support for complex customer projects, machine upgrades, conversions and major technical interventions.
• Liaise with KHS GmbH on escalated technical, spare parts, conversion and project-related matters.
• Ensure effective processes are in place for technician development, technical competency and customer training programmes.
• Oversee all spare parts sales, inventory management and Aftersales support activities across the region.
• Develop and implement inventory strategies and stock optimisation initiatives to ensure appropriate stock availability while balancing working capital requirements.
• Ensure effective order management processes and controls are maintained to support operational efficiency and customer satisfaction.
• Monitor and improve parts availability, fulfilment performance and inventory accuracy.
• Establish and maintain Service and Aftersales policies, procedures, controls and governance frameworks to ensure professionalism, consistency and compliance.
• Champion a strong health, safety and environmental culture and ensure compliance with all corporate, legal and customer requirements.
• Ensure compliance with KHS policies, quality standards, contractual obligations and regulatory requirements.
• Drive the effective utilisation of CRM, ERP and service management systems to improve operational efficiency, business reporting and customer engagement.
• Maintain oversight of IBA records and ensure appropriate controls are in place for new machine installations.
• Continuously review and improve service delivery processes, customer experience, operational effectiveness and departmental performance. 

Your Profile:

• Bachelor's Degree in Mechanical Engineering, Electrical Engineering or a related Engineering discipline (essential).
• Minimum 10 years' experience in an engineering services, aftersales, or manufacturing environment.
• Minimum 5 years' leadership experience managing multidisciplinary service teams.
• Proven experience in strategic planning, budgeting and business development.
• Proven experience managing service operations within the packaging machinery, beverage, liquid filling, hard packaging or manufacturing industry.
• Experience working within a multinational engineering or manufacturing environment will be advantageous.
• Proven people-management experience, including leading, developing and performance-managing a team.
• Experience managing a budget and taking responsibility for departmental financial performance.
• Experience developing and executing a service or aftersales strategy.
• Experience with pricing, quoting or contract negotiation, and spare parts / inventory management.
• Familiarity with service level agreements, warranty and maintenance contract structures.
• Good knowledge of control systems technology as well as SAP and MS Office.
• Strong stakeholder management skills, including liaising with an international parent company and local customers
• Valid driver's licence and passport.
• Travel locally and internationally as required.
• Ability to perform effectively under pressure and manage multiple priorities.
• Strong teamwork skills with a continuous learning mindset
• Self-managed, results-oriented and able to work independently while maintaining strong team collaboration.
• Excellent negotiation skills.
• German language proficiency will be advantageous.

Your Benefits:

• Innovative and international working environment

• Challenging and diversified job

• Working in a highly motivated team

• Strong company group

• Attractive remuneration

• Social benefits

In order to ensure our success in the future, too, we need first-class employees – and we also have plenty to offer them.