Textile Channel Partner Service Manager

We are looking for a Channel Partner Service Manager that will be accountable for developing, managing and monitoring, Channel Partners support structure and performance, enabling business growth while increasing customer satisfaction.

Main Responsibilities:

  • Channel Program deployment.
  • Conduct advanced periodical channel Partner 360 degree reviews.
  • Monitor Service Partner Performance (Service Business /Cost / TCE)
  • Management of Service Partners selection, on-boarding, planning and Off-boarding.
  • Ensure Service Partner Readiness along the Product Life Cycle.
  • Promote Indirect Services business portfolio, MSC, Care packs, VAS, trainings, and spare parts sales and follow up on open services orders.
  • Prepare and conduct monthly regional performance reviews, analysis & recommendations with Service Manager.
  • Work closely with (country/region) Partner account managers, attending all reviews when required

Other Responsibilities:
  • End to End responsibility of indirect Services KPI's in the region
  • Ensure partners adhere to Channel Program Criteria, prerequisites and deliverables
  • Maintain Partner Services qualifications standards.
  • Contribute to process improvement, and deploy new set processes for performance improvements.
  • Proactively Monitor and control Cases & Elevations in your region
  • End to end accountability of Partner Technical & knowledge Database access & updates
  • Track EMEA Product Quality Performance KPI
  • Proactively monitor & manage Supply chain escalations.
  • End to end accountability of Partner Install base data updates & changes in liaison with respective RSPM
  • Risk management, and claims minimization.
  • Provide DFS Feedback (Design for Service)
  • End to End management of field interventions (partners on site support) in the region.
  • Work under own initiative and take ownership of issues, ensuring best in class support to partners and customers

Skills Required:

Knowledge & Experience:
  • Minimum 5 - 7 years of experience preferably in services & support
  • Deep knowledge of the digital textile printing technology
  • Experience in Channel management in the textile domain
  • Good understanding of Graphic Solution Business products and business is an asset
  • Moderate knowledge of Information Technology (IT) and services industry
  • Knowledge of company organization, policies, services offerings, end to end processes, tools, and
  • Problem detection and analysis of root cause
  • Proficiency with desktop applications and familiarity with financial reporting tools
  • Moderate level of planning, project management and change management skills
  • Good communication skills. Influence within same team and level.

  • Fluent in written and verbal English
  • Fluency in any other language is an advantage
  • Ability to influence others
  • Able to work in a pressured environment working to tight timescales
  • Strong communication skills
  • Ability to generate strong relationships internally and externally
  • Ability to identify potential issues early on and work them to a satisfactory conclusion
  • Proactive approach to problem resolution
  • Ability to operate effectively within a virtual (cross-cultural) team
  • Organized and methodical approach
  • Self-motivated
  • Team player


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