For our Agfa Radiology Solutions (RSD) division, we are looking for a Service Manager Middle East & Africa (MEA).
The Service Manager Middle East & Africa (MEA) provides strategic and operational leadership for Agfa's Aftersales Service business across the Middle East and Africa. The role is accountable for maximizing Service profitability while delivering industry-leading customer satisfaction (NPS), and for ensuring consistent, high-quality service execution through both direct teams and channel partners across the full Service lifecycle.
With end-to-end responsibility for the Service business post-delivery, the Service Manager oversees Service strategy, operations, commercial performance, and people leadership across Service Sales and Service Execution. The role leads a multi-disciplinary regional Service organization and serves as the senior escalation point for key customers and partners throughout the MEA region.
Key Responsibilities
Strategy, Leadership & Performance
- Define and execute the MEA Aftersales Service strategy aligned with Agfa's growth objectives.
- Lead and develop a multi-country Service organization across Service Sales and Execution.
- Position Aftersales Services as a profit engine and customer-retention driver.
- Own the MEA Service operating budget and competitive positioning.
Operations & Channel Management
- Oversee Service Sales and Execution performance, productivity, and quality across MEA.
- Drive operational excellence, standardization, safety, and compliance.
- Optimize direct and indirect Service delivery models and manage channel partners via the Agfa B2B Portal.
Commercial & Revenue Ownership
- Full ownership of the Aftersales revenue stream, including Service contracts, parts, upgrades, training, and digital services.
- Define pricing, bundling, and lifecycle offerings to grow recurring revenue in close collaboration with Sales, Product, and Finance.
Customer Experience
- Act as senior escalation point for key customers and partners.
- Own NPS performance and continuous improvement initiatives.
- Ensure seamless handover from Sales to Delivery to Service.
Digital, Financial & People Leadership
- Drive Service digitization, analytics, and system optimization (FSM, CRM, ERP).
- Full P&L ownership with forecasting, KPI tracking, and executive reporting.
- Build capabilities, develop talent, and foster a culture of accountability, safety, and customer focus.
Profile
- 10+ years in Aftersales / Service Operations / Technical Services
- 5+ years in senior regional or multi-country leadership roles
- Strong commercial mindset with proven Service growth results
- Experience in capital equipment or complex B2B environments (Healthcare preferred)
- Knowledge of Field Service Management systems (ServiceNow, Service One), CRM and ERP systems
- Exposure to AI-enabled diagnostics and digital service tools
