Fabricação

Service Excellence Manager

Sandvik is looking for a Service Excellence Manager

Sandvik Mining and Rock Solutions

Sandvik Mining and Rock Solutions (SMR) is a global leading supplier of equipment and tools, parts, services, digital solutions and sustainability-driving technologies for the mining and infrastructure industries. One of our key success factors are our 17,000 dedicated employees – the ones who brought us to the market-leading position we hold today, and the ambassadors of our brand and culture. To continue attracting, engaging, and developing top talents in a relevant way for our business, we’re now making a move towards an even more employee-centric, digital and agile approach.

At Parts and Services Sandvik, our focus is on delivering tailored aftermarket solutions that are specifically designed and engineered to meet the unique needs of our customers worldwide. Our comprehensive offerings encompass a wide range of products, including parts, digital solutions, services, and maintenance support. What sets us apart is our global presence and OEM advantage, enabling us to provide unmatched value to our customers. With our deep understanding of Sandvik's equipment and industry expertise, we leverage the collective knowledge of skilled individuals and integrate streamlined processes and systems. We do whatever it takes to ensure equipment runs and operates at its full potential.

About the role
As a Service Excellence Manager, you will be driving the operational and process improvement initiatives in a company to increase efficiency, reduce cost and enhance customer satisfaction. at the forefront of driving performance, profitability, and customer satisfaction across our performance contracts. Your role is critical in ensuring that service contracts not only meet but exceed expectations through continuous improvement, strategic planning, and operational support.

In this role you will be part of the Parts & Services Service Operations Management team and will report directly to the VP Service Operations.

Your mission is to ensure our service operations are efficient, cost-effective, and exceed customer expectations. You will:

Drive a culture of continuous improvement and proactive problem-solving within teams.
Partner with Service Operations Support Managers to ensure seamless execution of processes, standards and improvement plans, .
Work with Business performance manager and Service Operations Support teams to drive performance enhancement initiatives.
Align service excellence efforts with wider organizational strategies and transformation plans.
Work on improvements of a global service standards
Partner with Process Excellence and Digital Transformation team on strategies, processes and transformation plans
Support Sales Areas with processes, standards and performance improvements
Turn around under-performing agreements by increasing cost-effectiveness and operational execution.
Act as the local champion for the Asset Agreements process, supporting implementation and optimization.
Coordinate maintenance scheduling, parts planning, equipment health checks, and technical training at contract sites.
Communicate effectively with all stakeholders—from technicians to mine management—on equipment performance.
Analyze planning data and update reliability and preventative maintenance tasks.
Interpret service contract dashboards and develop continuous improvement strategies.
Support local technicians in executing reliability and maintenance plans.
Monitor parts usage and collaborate with inventory teams to maintain optimal stock levels.
Conduct regular inspections of service areas and provide actionable improvement recommendations.
Evaluate operational and maintenance practices and advise both customers and internal teams.

Your Profile
We’re looking for a proactive and technically skilled professional with a strong background in equipment maintenance and customer service. The ideal candidate will have:

A tertiary diploma or technician trade qualification.
Minimum 10 years of equipment maintenance experience.
At least 5 years of field service or similar experience.
Strong customer relations and communication skills.
Experience with continuous improvement processes.
Familiarity with system support and remote diagnostics.
Experience with Digital service platforms, systems and tools
A keen eye for data analysis and performance metrics.
A collaborative mindset and the ability to work across teams and customer levels.

Location

This role is preferably based in Amsterdam, but we are flexible and welcome applicants from other locations.

We offer you an interesting role in an international business environment as well as opportunities for your professional development. At Sandvik, we believe that diversity of experience, perspective and background will lead to a better environment for our employees, our business and, thereby, our customers.

As we operate in an international setting, you need to be fluent in English, both verbally and in writing.

Diversity, Inclusion & Sustainability
Sandvik is committed to diversity, inclusion, and sustainability. We encourage applicants who believe they are the right fit for the role, even if they don't meet all the qualifications initially.

Application

Submit your application at home.sandvik/careers by the 31st of August 2025. Your application should consist of an introductory letter including your salary request and a CV (in English). When applying in our system, please make sure to also attach your introductory letter when asked to upload your CV. Read more about Sandvik and apply through the careers section on the Sandvik website. Job ID: R0080727

Prior to this recruitment, we have already decided which advertising channels and marketing campaigns we wish to utilize, and we respectfully decline any contact from marketing or recruitment agencies regarding additional channels or campaigns.

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