Senior Manager, Service Operating Model Development

den 2 november 2017
den 19 november 2017
Ingvild Solheim Bobek

Change Management and Leadership building up Global Service Excellence

Hiab is
looking for a Senior Manager, Service Operating Model Development having the leadership capabilities to drive a successful and profitable journey to a world class service operation in Hiab’s global repair and maintenance network.

This is a new global role who, in collaboration with market units and business lines, will take responsibility for the establishment of an efficient repair and maintenance operating model. To be successful, a strong service network needs to be established and managed based on internal and external workshops as well as field service organisations.

Within the scope of the role lies to define global work standards including processes, work roles, training, certification and audit programs to ensure customer satisfaction, profitability and that technical and qualitative measures are followed to safeguard product integrity.

The position is global and reporting to Director Service Excellence within the Central Service organisation. Location is Malmö, Sweden.

Some key responsibilities:

  • Define the global service operating model with related standards required to enable excellence in delivering service in an environment with both workshop and field technicians.

  • Establish a reference team of internal and/or external service professionals.

  • Actively drive the organisation towards an optimal footprint of service partners.

  • Support in establishing and terminating service partners.

  • Define relevant KPI’s.

  • Actively engage in driving performance improvements.

  • Define a certification, training and audit program for service partners.

  • Act as the interface to business lines.

  • Drive the change in mindsets within Services and other areas of Hiab required to enable a successful and profitable journey to a world class service operation.


  • Relevant academic background within Engineering or similar.

  • Minimum five years of similar experience in a service operation.

  • Knowledge and commercial experience within Aftermarket and Services.

  • Strong skills in Project management and Process design.

  • Preferably experience from change management within workshops in the vehicle industry or other relevant industry.

  • Experience and understanding of P/L responsibility.

  • Track record in succeeding in an international business environment and a matrix organisation

  • You are fluent in English in both writing and speaking.

Why Hiab:
You will come to a world class international company with strong owners. You will join a hungry team with great ambitions. You have a great opportunity to have a huge impact on future service excellence development. You will be leading Service on a journey in the area where Hiab invest the most.

Please send your application in English via, SE-12561 by the latest November 19. If you have specific questions that you feel the need to sort out before sending your application, please contact Mercuri Urval´s consultant Ingvild Solheim Bobek at +46 733 667585 or Christian Nyhlén at +46 733 667576.

Om företaget
Hiab is the world’s leading provider of on-road load handling equipment and the company was founded in 1944. Today employs more than 3000 people in 30 countries and has a global sales and service network in more than 100 countries.

Hiab’s product range includes HIAB loader cranes, JONSERED recycling and forestry cranes, LOGLIFT forestry cranes, MOFFETT truck mounted forklifts and MULTILIFT demountable, as well as DEL, WALTCO and ZEPRO tail lifts. Hiab is a part of Cargotec. Cargotec enables smarter cargo flow for a better everyday with its leading cargo handling solutions and services.

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