Job Description

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do. .

Role Purpose

You are responsible for leading all repair and field service activities across France and Benelux. The role ensures operational excellence, customer satisfaction and financial performance by achieving defined KPIs and SLAs, while aligning local operations with EMEA strategy, standards and budget commitments.

This position carries department-level people management responsibility (6+ team members) and a strong customer-facing dimension. You will work in close collaboration with key stakeholders, including customers, CSO, Commercial teams, R&D, Finance, suppliers and EMEA Operations management, acting as a central coordination point for repair and field services activities.

The role is fully embedded within an EMEA, cross-country and cross-functional organization, requiring strong collaboration with peer managers and central teams to benchmark performance, share best practices, drive standardization and secure effective cooperation across countries and functions.

Key Responsibilities

• Lead the Repair and Field Services teams in France and Benelux, ensuring consistent achievement of KPIs and SLAs to meet and exceed customer expectations.
• Act as the unique point of contact for Repair and Field Services for all customers, ensuring proper execution of commercial terms and contractual clauses in line with local business needs.
• Serve as the Single Point of Contact (SPOC) for local customers, ensuring high levels of customer satisfaction through the effective resolution of daily operational issues and coordination of internal escalations with CSO, Commercial and R&D teams when required.
• Own and manage the P&L for all repair and service activities, ensuring strict alignment with the approved budget in close cooperation with the Finance department.
• Drive cost reduction initiatives through operational efficiencies, continuous improvement actions and EMEA-defined digital initiatives to deliver mid- and long-term financial objectives.
• Lead supplier performance management, including day-to-day operational oversight, service quality monitoring, KPI tracking and continuous improvement plans to ensure suppliers meet contractual and performance commitments.
• Work closely with central Procurement on supplier sourcing strategies, contract structuring and commercial negotiations, including price renegotiations, to optimize total cost of ownership while maximizing margin and service quality.
• Analyze operational and performance data to identify inefficiencies, define corrective actions and implement sustainable improvement plans
• Prepare and deliver monthly reporting to EMEA covering KPIs, SLAs, financial performance and key operational insights.
• Foster strong people engagement by developing leadership capabilities of managers and coordinators, improving retention, and identifying and developing local key talents.
• Actively contribute to EMEA cross-country collaboration, sharing best practices, participating in benchmarking initiatives and supporting harmonization of processes and standards across regions.
• Perform any other duties and activities required to meet the operational needs of the department.

Your Profile

You hold an engineering or technical degree and have at least 10 years’ experience in a technical role (Aftersales, Repair, Field Services or R&D), along with a minimum of 2 years’ experience managing teams.

Key Skills & Competencies :

• High level of proficiency in both French and English.
• Strong expertise in repair and field service operations.
• Solid experience in data analysis and performance reporting.
• Ability to communicate assertively and effectively with internal and external stakeholders.
• Strong autonomy, ownership mindset and ability to operate in a demanding, fast-paced environment.
• Collaborative mindset with the ability to work effectively in a matrix, multi-country and cross-functional organization.

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived. Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process
We want to adapt our processes and create a safe work environment that welcomes everyone.
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