Field Service Operations Manager

vor 4 Wochen

Ettlingen, Baden-Württemberg, Deutschland Bruker Vollzeit

Overview

The role of the Optics Field Service Manager for Germany involves overseeing the German Field Service Team, ensuring they operate as a proficient, efficient, and profitable engineering service for our clientele. This position requires a robust technical understanding to bolster and support product sales initiatives, grounded in a continuous awareness of customer needs developed through active engagement with installation and service teams.

Responsibilities

Daily Operations Management:

  • Coordinate engineer assignments to effectively prioritize and schedule instrument repairs alongside installations and preventive maintenance, utilizing all available resources.
  • Delegate and manage tasks among Field Service Engineers, considering their training, experience, and current workload.
  • Ensure that Field Service Engineers possess the necessary skills to maintain competence, quick response times, and high first-time fix rates.
  • Act as the primary contact for service escalation issues.
  • Guarantee that quality-relevant data is gathered and shared with Quality Management, Business Units, and Production.
  • Adhere to Salesforce standards in all operations.
  • Foster customer loyalty through regular direct interactions, both proactive and reactive, including on-site visits.
  • Serve as a liaison between Service, Sales, Back Office, and Remote Solution Center.
  • Ensure compliance with local operational standards and health and safety regulations.

Financial Management:

  • Oversee local revenue recognition processes.
  • Manage service revenue and gross margin targets.
  • Assist in the formulation of the business plan.
  • Plan and develop headcount for the territory.

Team Leadership:

  • Evaluate and monitor the effectiveness 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.
  • Collaborate closely with EMEA Service Management to address quality issues.
  • Support the implementation of standardized working procedures.
  • Actively participate in service management meetings.
  • Cultivate ongoing relationships with EMEA Service Management and other local Service Managers.
  • Propose innovative ideas and initiatives to enhance service delivery and team performance.

Qualifications

  • Strong interpersonal skills, with the ability to communicate effectively at all organizational levels.
  • Proven leadership capabilities.
  • A proactive approach to challenging existing processes and striving for service performance improvements.
  • Capacity to respond effectively to urgent or rapidly changing circumstances.
  • Ability to lead and guide a large team while exercising delegated authority effectively.

Required Qualifications

  • A degree in engineering or a related field, or equivalent practical experience.
  • A solid foundation in advanced instrumentation technology.
  • Experience in team management.
  • Proficiency in both spoken and written English.
  • A valid driving license.
  • No restrictions on travel within the USA or EU.

Skills and Experience

  • Familiarity with the company's products and core technologies.
  • Demonstrated ability to lead and inspire a large team of skilled professionals.
  • Excellent personnel management skills.
  • Willingness to extend personal efforts to meet and exceed expectations.
  • Proficient in Salesforce, Excel, and PowerPoint.
  • Strong communication skills in English, both written and verbal.

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