Service Manager MEA

Job description:

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