Business Process Manager Service Lifecycle Operations

Your role

Are you driven by operational excellence and passionate about delivering outstanding customer service? Join our Power Technique Service Division at Atlas Copco Airpower as a Business Process Manager, where you'll play a pivotal role in transforming and optimizing the lifecycle service processes that directly impact our global customer base.

In this role, you will lead a dedicated team of Business Process Experts, working closely with the Vice President of Operations and Technical Support to elevate service operations across Customer Centers and Product Companies. Your mission is to develop, implement, and sustain effective processes that enhance operational efficiency, streamline workflows, and improve the customer journey through advanced lifecycle service management.

Key responsibilities include defining comprehensive end-to-end operational models encompassing the entire service lifecycle and diverse product portfolio within the Power Technique Business Area. You will systematically map and standardize process flows and operational procedures across multiple channels, including Product Companies, Customer Centers, dealers, and customers, to foster consistency and operational excellence.

Working collaboratively with cross-functional teams from product & digital marketing, supply chain, operations, and technical support, you'll ensure smooth integration of new developments into service processes. You'll also champion the digital transformation of systems such as warranty management, installed base and fleet management, and serialized product information platforms, leveraging automation, business intelligence, and analytics to enhance service quality and reduce administrative burden.

• Lead the definition, development, and maintenance of operational frameworks for service lifecycle management across global markets and channels.
• Standardize and optimize process flows and best practices to improve service delivery and operational effectiveness.
• Drive digital initiatives to advance customer experience and operational efficiency, ensuring alignment of systems and processes.
• Develop, implement, and monitor KPIs to support transparency and continuous improvement within service operations.
• Act as a proactive change agent, continuously seeking opportunities to enhance workflows and customer satisfaction.
• Facilitate training programs and knowledge sharing to promote widespread adoption and alignment of service processes.
• Partner closely with IT and business units to identify solutions that enhance operational integration and process automation.
  
  

This role offers a unique opportunity to shape the foundation of customer service excellence in a dynamic, global industrial environment. Your expertise and leadership will directly influence our ability to deliver reliable, trusted service solutions to customers worldwide.

To succeed, you will need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

You have several years of experience, working in a Customer Center, Product Company or Division with solutions and processes that support a service organization. Or equal relevant experience elsewhere, but close to the core of this role.

• Experience in implementing continuous improvement and change management.
• Passion for the service business, strong sense of urgency and understand that a competent and motivated organization drives great results.
• Problem solving mindset and strong customer support focus
• Pragmatic approach to new challenges and the ability to rapidly shift focus depending on priorities.
• Enjoy working as part of team to find the best solution together.
  
• Excellent communication skills to reach out in our global organization and to a mulitude of different stakeholders.
• Result-oriented and intrincially motivated to focus on the projecst that bring value to our division.
• Keen interest in the culture and way of doing business in different countries, and willingness to regularly travel.
• Knowledge of SAP, C4C, Emarsys, CPQ and other Customer Cetner systems is a plus.

In return, we offer

• Culture of trust and accountability
• A proper onboarding and mentorship by your manager
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely (2 days per week) and being on-site (3 days per week) at our Airpower Offices in Antwerp, Belgium (BE).

Contact information

 Talent Acquisition Team: Kate Verschragen