Aktuelle Jobs im Zusammenhang mit Field Service Operations Manager - Ettlingen, Baden-Württemberg - Bruker
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Field Service Operations Manager
vor 3 Monaten
Overview
The role of the DE Optics Field Service Manager is to oversee the German Field Service Team, ensuring the delivery of a highly skilled, efficient, and profitable engineering service to our clients. This position requires a strong technical foundation to enhance and support product sales opportunities, developed through continuous engagement with installation and service activities.
Key Responsibilities
Daily Operations Management:
Coordinate engineer assignments to effectively prioritize and schedule instrument repairs alongside installations and preventive maintenance tasks. Delegate and manage tasks among Field Service Engineers (FSE), considering their training, experience, and current workload. Ensure that FSEs maintain adequate skill levels to guarantee competence, quick response times, and high first-time fix rates. Take charge of service escalation processes. Collect and share quality-relevant data with Quality Management, Business Units, and Production. Adhere to Salesforce standards in all operations. Foster customer loyalty through regular direct engagement, both proactively and reactively, including on-site visits. Serve as a liaison between Service, Sales, Back Office, and Remote Solution Center. Ensure compliance with local operational regulations and health and safety laws.Financial Accountability:
Manage local revenue recognition processes. Oversee service revenue and gross margin targets. Assist in the development of the business plan. Plan and develop territory headcount.Team Leadership:
Evaluate and monitor the performance and capabilities of individual engineers, making informed recommendations for training, promotions, or other personnel actions. Organize and participate in local service team meetings. Plan and facilitate the development and training of Field Service Engineers. Conduct appraisals and mid-year reviews for Field Service Engineers, setting clear objectives. Identify and request additional human resources as needed through the established approval process.Reporting Responsibilities:
Analyze and track Key Performance Indicators (KPIs). Collaborate closely with EMEA Service Management to address quality issues. Support the implementation of standardized operational procedures. Actively participate in service management meetings. Build and maintain relationships with EMEA Service Management and other local Service Managers. Propose innovative ideas and initiatives to enhance service delivery and team performance.Qualifications
Personal Attributes:
Approachable and effective communicator at all organizational levels. Strong leadership capabilities. Committed to challenging the status quo and enhancing service performance through proactive measures and improvement projects. Ability to respond effectively to urgent or rapidly changing situations. Proven leadership skills to guide a large team and exercise delegated authority effectively.Educational Background:
A degree in engineering or a related field, or equivalent practical experience. Solid experience in advanced instrumentation technology. Experience in team management. Proficient in both spoken and written English. Valid driving license. No restrictions on travel within the USA or EU.Skills and Experience:
In-depth understanding of the company's products and core technologies. Proven ability to lead and motivate a large team of skilled professionals. Excellent interpersonal skills. Willingness to exceed expectations through personal effort. Proficient in Salesforce, Excel, and PowerPoint. Strong communication skills in English, both written and verbal.