Head of Service
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Job Description
Head of Service leading Poland’s P&L, customer relationships, subcontractors, and field technician development. Driving operational excellence for CO2OLTEC’s sustainable commercial refrigeration solutions.
Responsibilities:
- Lead a best-in-class service organization focused on operational excellence, customer experience, revenue, and gross-margin increases
- Own and manage the local Service P&L, with full responsibility for revenue and costs
- Analyze monthly P&L and take immediate corrective actions aligned with the Service Operations Lead
- Lead the local Service Organization
- Regularly communicate results and central expectations to the local Service Team
- Analyze monthly operational KPIs and take corrective actions during monthly reviews
- Manage customer relationships
- Manage subcontractors, including pricing, SLAs, capacity, qualification, and EHS
- Implement and follow commercial and operational principles
- Analyze key-account data, including sales and margin per customer/contract, and take corrective actions
- Adjust local contract pricing and labor rates according to inflation and cost increases
- Develop the service business
- Attract, hire, train, and develop field technicians with support from HR, service specialists, and CO2OLacademy
- Review and improve standard processes, including Certification L1–L3
- Execute central initiatives and follow CCR strategy
- Participate in centrally organized reviews and calls, preparing and proposing corrective actions when required
- Manage claims and disputes
Requirements:
- Fully understand the P&L structure (from revenue to costs and absorption)
- Know how to influence the P&L with operational KPIs through specific actions
- Deep knowledge of all Service KPIs, including how they interconnect and can be influenced
- Understand all Service standard processes
- Understand market situation, customer segments, sales potential, and competition
- Understand customer needs and provide expected services aligned with financial targets
- Deliver positive results within the agreed timeframe
- Drive change by leading by example, demanding results, and creating a winning culture
- Proactively improve local performance and share best practices
- Expert in teamwork, creating a productive, positive, and inspiring environment
- Strong communication and leadership skills
- Time management, persistence, focus on targets/results, flexibility, and ability to work independently and in teams
- Customer- and service-oriented, with a high degree of initiative and resilience
- Advanced English language proficiency
- Technical education in general management and leadership
Benefits:
- Attractive compensation package commensurate with experience
- Dynamic and inclusive work culture with a focus on innovation and collaboration
- Opportunities for continuous learning and career advancement within a global company
- Comprehensive benefits package
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