Operations Manager A&C LATAM

Kongsberg Maritime, a subsidiary of KONGSBERG, is a global marine technology company, providing innovative and reliable technology solutions for all marine industry sectors including merchant, offshore, subsea, and naval. Headquartered in Kongsberg, Norway, the company has manufacturing, sales, and service facilities in 34 countries. Kongsberg Maritime is a market leader in systems for positioning, surveying, navigation, and automation. Important markets include countries with significant offshore and shipyard industries. We are determined to provide our customers with innovative and reliable marine electronics that ensure optimal operation at sea.

At KONGSBERG, we believe in tackling challenging problems and delivering extreme performance for extreme conditions. We do that through excellent products and services developed for delivering the greatest benefits to our customers.

KONGSBERG – Protechting People & Planet

Join a fantastic team covering all services for the Automation & Control in Panama. In this role you will be responsible for Automation & Control portfolio and all employees in this group based in Panama, including Merchant and Cargo resources based in LATAM. The tasks are challenging and range from leadership and strategy to technical discussions, operations and customer facing.

Key Accountabilities:

• Main Responsible for A&C Disciplines in Panama, ensuring timely response and customer satisfaction
• Direct personnel responsibility for Merchant and Cargo Personnel in LATAM
• Service Coordination for Merchant and Cargo in LATAM
• Facilitate efforts within A&C in Americas and collaboration towards A&C HQ for Merchant and Cargo
• Day to day leadership and personnel responsibility for the department
• Day to day coordination of assigned resources
• Keep track and develop the required technical competence within the department
• Keep up with company and department KPI
• Follow-up department’s budgets, plans and economic results
• Ensure that the department employees follow customer support guidelines and company personnel handbook
• Make sure routines and procedures are followed, updated, and developed.
• Report and improve processes to prevent errors in our deliveries
• Follow up customers via emails, phone, and meetings
• Follow up on own employees with annual performance talks
• Ensure Timely responses internally and externally
• Resource and Capacity insights based on regional growth, risks, and opportunities
• Optimize processes and efforts around cross-discipline projects
• Ensure Project Delivery / Management Processes are followed in the region
• Responsible for Work orders and Service appointments for project related service orders.
• Ensure that the correct customer information is set up in ERP and CRM
• Communicate with the customer before and during the service and assist with all questions related to engineer scheduling and job specifics
• Quote quality and accurate service requests from customers
• Take part in KM Latin America weekend support rotation outside of normal business hours when required
• Responsible for assigned CRM queues and e-mail routing when required
• Participate in routine meetings for sharing resources regionally
• Interface with other departments and participate in KPI and P&Ls meetings and improvement plans
• Collaborate with sister company offices regarding warranty services regarding billing, delivery, and job specifics
• Responsible for following current HSE/Export control policies and making sure guidelines are followed for all service trips
• Review and approve service projects expenses and send to Dept Leader for final Management approval
• Review and approve service projects hours

Qualifications and Experience:

• Provide excellent level of support to customers by phone, e-mail, and at site when required
• Good leadership abilities, people skills and capacity to motivate co-workers
• Bachelor’s degree or equivalent technical education
• Ability to handle simultaneous activities and work in a hectic environment
• Be a good customer representative and have negotiation skills
• Self-motivated and capable to lead by example
• Have a customer support mindset
• Excellent communication skills, both written and oral
• Fluent in written and spoken English
• Knowledge of product within Merchant and Cargo Systems is an advantage

KONGSBERG is an equal opportunity employer. With us, you will be offered a competitive salary and benefit packages with good development opportunities in an international environment. We offer an inspiring and safe work-environment and the possibility to work with sustainable and exciting solutions for the future

Work Location: Balboa, Panama

Closing date by May 31st, 2024.