Job Description

Job Summary:

Successfully manages the maintenance, help desk and technical support services business for lifecycle solutions. Ensures the achievement of functional objectives, including quality of delivery, customer satisfaction, revenue growth and profitability. Engages directly with sales, partner, end-customer resources and internal and external management to manage and secure customer relationships, and ensure the long term growth and successful delivery of maintenance and support

services business. Such activities may include the following as well as other duties as assigned:

Principal Responsibilities:

Oversee the overall business for Global Spare Parts business within Global Field Services (GFS) for MVS (Multivendor Services – maintenance service)

P&L responsibilities for Global Parts and Parts Program

Manages the delivery teams and activities associated with the maintenance and support services for partners and end-user customers.

Ensures high levels of customer service and customer satisfaction with both partners and end user customers related to maintenance and support services.

Manages and grows relationships with partners and end-customers. Engages directly with existing partners and end-user customer resources to protect and expand existing contracts and secure additional projects and programs.

Participates with sales resources and management in advocating and securing new partners and end-user customers for maintenance and support services, professional services and lifecycle services.

Coordinates efforts across multiple functional teams within and outside the maintenance and support services function to assure the overall success of key projects and programs.

Exercises sound business decisions to ensure functional business objectives are achieved.

Builds and executes staffing plans to meet current and future business requirements. Develops, acquires and maintains sufficient operational and technical resources to support the maintenance and support services business.

Participates in development and achievement of annual and quarterly budgets, ensuring financial objectives are consistently achieved.

Overall responsibilities are:

Establish the overall Global Parts strategy plan for GFS/GLM

Develop & execute Parts / Logistics Globally in Tier 1 – 4 countries

Optimize Parts Procurement and Planning Process

Optimize Inventory and visibility across the global within and outside TD legal entity and VAT Registered locations

Develop and implement the systems requirements for support the GFS MVS business

Develop the Global partner strategy for Parts working in conjunction with Global Parts Alliance team  

Key attributes of parts management and planning:

Operating philosophy – “Just in case and risk averse”

Customer retention focus

Effectively manage equipment failures and SLAs

Sourcing options of Build, Buy, Repair and Recover

Intelligent Replenishment – unpredictable demand patterns, low volumes, fill rates

Understand the market and competition

Build strategic relationships with OEMS

Inventory management – Kits, SBOM, locations, FSL, 3PL, DC

Job Level Specifications:

Provides leadership and direction through managers and senior managers. Accountable for the performance and results of a major function that has cross-organizational impact and is comprised of multiple departments or units.

Establishes policies appropriate for the function. Interprets and recommends modifications to company-wide policies and practices. Adapts and executes functional business plans and contributes to the development of functional strategies.

Controls significant resources within the function.

Objectives are defined in collaborating with other senior management and results assessed from a long-term perspective. Decisions are guided by functional strategy and priorities.

Interacts with senior management and others concerning matters of significance to the company.

Routinely conducts briefings for senior and top management and for key external representatives. Attempts to influence senior leaders or customers/clients.

Decisions have serious impact on the overall success or failure of a function. Erroneous decisions or recommendations result in critical delays or modifications to company objectives and cause long-term harm to business operations.

Experience:

Equivalent to 12+ years of relevant experience, including 7+ years of management experience.

Education/Certification:

Bachelor’s degree or equivalent experience from which comparable knowledge and job skills can be obtained.

Cultural Competency Requirements:

Within Tech Data diversity is one of our fundamental shared values. We are a multi-cultural environment and we pride ourselves on being a welcoming place of work where we celebrate inclusion and champion people from a multitude of backgrounds.