Your mission:
The Service Contracts Manager ensures that a network of service providers is in place, whose mission is to provide repair and maintenance services throughout France, in compliance with sales and after-sales service contracts. The role will be responsible for meeting performance targets, service quality, customer satisfaction and contractual commitments. The Service Contracts Manager manages communication between the Service Department and other internal departments.

What you will do:
•    Manage all contractual elements with external service providers, in particular:
o    Identify, evaluate, propose and validate the selection of service providers
o    Negotiate contract terms and conditions with service providers, in particular fixed-price contracts and performance indicators (KPIs)
o    Evaluate and manage service provider performance (monthly and quarterly reviews)
o    Contribute to and validate responses to customer invitations to tender with service providers
o    Oversee the achievement and maintenance of agreed customer service levels, both operationally and financially

•    Manage the relationship with service providers, including travel and visits by service providers:
o    Manage day-to-day operational issues for service providers
o    Organise monthly review of performance indicators, monitor accuracy of reports and database information. Ensure that service providers meet their contractual obligations. Plan and carry out an annual audit of at least some of the service providers
o    Manage quarterly business review meetings with service providers, and ensure the implementation and execution of agreed corrective and preventive actions in collaboration with members of the Service Europe organization
o    Analyze service costs and implement actions to reduce maintenance costs where necessary
o    Manage the actions required to implement new services in line with changes in business and customer needs
o    Accompany Sales to steering meetings with key accounts or resellers
o    Monitor customer satisfaction levels, including complaint management where appropriate, dealing with complex issues escalated from customer service
o    Analyze Cost & Control activity reports to identify anomalies, minimize costs and lead times, and maximize quality
o    Perform periodic benchmarking of service providers to ensure that the service network meets industry standards and offers good value for money

•    Implement Epson customer service policies and procedures (e.g. on service delivery methodologies), ensuring EMEAR standards are met and adapted to local market requirements
•    Identify and implement strategies to improve service quality and productivity
•    Identify and meet the training needs of service providers, coordinating with technical support teams to plan and implement an appropriate schedule of courses to support existing and new products
•    Contribute to the planning and control of the budget and forecasts, and optimize the costs associated with after-sales service

What we ask for:
•    Educated to higher education (engineering diploma or Master's degree) in management, industrial engineering, electronics - failing this, significant experience in technical services and support
•    Demonstrated experience in managing external service providers in France, preferably in the IT or electronics sector
•    Experience in printing, imaging or display technologies, having acquired solid technical knowledge of hardware and software 
•    Fluency in written and spoken English (drafting documents/reports and attending international meetings)
•    Strong IT skills (particularly Word/Excel), ideally combined with SAP knowledge 

We are keen to hear from you even if you don’t match all listed requirements, but you identify with our brand and passion for innovation.

What we offer:
Our heritage  
We aspire to be an indispensable company, trusted throughout the world for our commitment to openness, customer satisfaction and sustainability. We respect individuality while promoting teamwork, and we are committed to delivering unique value through innovative and creative solutions.

Our commitment to the environment
We all have a role to play in building a better future. For Epson, being a sustainable company means being mindful of every aspect of our organisation – from the smallest lightbulb to the largest factory. It fuels our innovation, drives our growth, motivates our workforce and, ultimately, to contribute to society.

Our people
We believe a healthy culture, strong values, teamwork, and contribution from a diverse range of individuals will help us to strive for excellence.

Our brand
Ranked by Clarivate Analytics as a Top 100 Global Innovator brand for the last seven years running.