Performance and repair manager
2 days ago
Madrid
Location: Madrid, ES We are looking for a highly analytical and operationally driven profile to join our team as a Local Business Performance & Repair Manager (EU‑LATAM), responsible for driving end-to-end operational performance, repair excellence, and service transparency across the region. Your Purpose as Local Business Performance & Repair Manager, you will act as the regional representative within the global Technical Performance and Repair networks, connecting local execution with global performance objectives. You will ensure that service and repair operations across EU–LATAM and its subsidiaries are fully aligned with global targets, governance standards, and customer commitments. Through structured performance management, data‑driven decision‑making, and continuous improvement, you will ensure transparency of results and enable effective communication of KPIs, targets, and expectations across regional and global networks. You will also drive corrective and preventive actions in close collaboration with local delivery teams, customers, IT, service owners, and global stakeholders, ensuring cost‑efficient and reliable service delivery. • Drive and oversee end-to-end operational performance across Service Backbone Operations, including Spare Parts Management, Repair Services, Order Management, Hardware Product Quality, Adaptation on Demand, and general service operations., • Monitor and analyze KPIs, SLAs, OLAs, backlog levels, quality metrics, and operational performance to identify risks, trends, and improvement opportunities., • Ensure timely communication and cascading of KPIs, targets, and performance expectations across regional entities, subsidiaries, and global performance networks. Act as the primary interface between the EU–LATAM region and Global Performance Management, representing the region in global performance forums and governance structures., • Lead and coordinate performance reviews across Service Backbone Operations, ensuring alignment with global standards and business priorities. Define, coordinate, and follow up corrective and preventive actions (CAPA) in collaboration with service owners, delivery teams, IT, and support functions., • Drive the implementation and continuous improvement of standardized reporting solutions based on SAP and regional ERP systems. Consolidate regional initiatives, risks, and improvement topics, ensuring visibility, prioritization, and alignment with global objectives., • Ensure adherence to customer commitments and service performance expectations through proactive monitoring and escalation management. Support cost‑efficient service delivery by identifying operational inefficiencies and driving continuous improvement initiatives., • Lead repair operations governance, including backlog prioritization, scheduling, escalation management, and repair quality control. Drive optimization of repair turnaround time from initial customer incident to final resolution., • Ensure repair processes, instructions, infrastructure, and capabilities are aligned with global standards and local operational needs. Manage spare parts availability, inventory levels, and refurbished stock to ensure operational continuity., • Coordinate with internal teams and third‑party providers to ensure service quality, compliance, and performance delivery. Provide accurate and structured reporting of repair and service performance across the region., • Several years of experience in Service Operations, Performance Management, Operational Excellence, or Data Analytics in complex, international environments., • Experience in repair operations, spare parts management, inventory control, order management, or field service environments is highly desirable., • Proven ability to: Analyze end‑to‑end operational processes and service performance; Define, monitor, and improve KPIs, SLAs, and operational metrics., • Drive corrective and preventive actions in matrix organizations; Manage cross‑functional stakeholders across regional and global environments., • Strong understanding of SAP ECC, CRM systems, and ERP‑based operational processes., • Advanced analytical skills with strong proficiency in Excel and experience with Power BI or similar reporting tools. Knowledge of SQL or data querying tools is an advantage. Strong communication, coordination, and stakeholder management skills, with the ability to operate in multicultural environments., • Structured, pragmatic, and improvement‑driven mindset with strong ownership., • Fluent Business English (additional languages such as German or Portuguese are a plus)., • Willingness to travel internationally within the EU–LATAM region and flexibility to support meetings across different time zones, including South America., • A strategic regional role with visibility across Europe and Latin America., • The opportunity to shape service performance, repair excellence, and operational efficiency in a global organization. Direct impact on end‑to‑end service delivery, customer satisfaction, and operational cost efficiency., • Close collaboration with global teams, service owners, IT, and senior stakeholders., • A culture of innovation and tradition – backed by more than 170 years of experience., • Flat hierarchies, flexibility, and a team driven by purpose and global vision. Flexible working arrangements, including hybrid model and remote working options., • Working hours: 08:30–17:30, with flexibility to support occasional meetings aligned with South American time zones., • Professional development opportunities within a global SecurityTech organization. We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. #J-18808-Ljbffr
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