Field Service Operations Manager
vor 4 Wochen
Overview
The role of the DE Optics Field Service Manager involves overseeing the German Field Service Team, ensuring it operates as a highly skilled, efficient, and effective engineering service that generates profit for the organization. This position requires a strong technical foundation to support product sales initiatives, developed through active engagement with installation and service teams to understand customer expectations.
Responsibilities
Daily Operations Management:
Coordinate engineer assignments to prioritize and integrate instrument repair tasks with installation and preventive maintenance schedules using all available resources. Assign and manage tasks for individual Field Service Engineers (FSE), considering their training, experience, and workload. Ensure that FSEs possess the necessary skills to maintain 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. Foster customer loyalty through regular direct contact, 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 operations and health and safety regulations.Financial Accountability:
Oversee local revenue recognition. Manage service revenue and gross margin. Assist in the development of the business plan. Plan and develop territory headcount.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 development and training for 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. Build and maintain relationships with EMEA Service Management and other local Service Managers. Propose new ideas and initiatives to enhance service delivery and team performance.Qualifications
Personal Attributes:
Approachable and effective communicator at all organizational levels. Strong leadership skills. Continuously seeks to challenge the status quo and improve service performance, initiating corrective actions and improvement projects. Capable of responding proactively and effectively to urgent or rapidly changing situations. Ability to lead and guide a large team while exercising delegated authority effectively.Educational Background:
A degree in engineering or a related field, or equivalent practical experience. Solid experience in advanced instrumentation technology. Proven team management experience. Proficient in both spoken and written English. Valid driving license. No restrictions on travel within the USA or EU.Skills and Experience:
Comprehensive understanding of the company's products and core technologies. Demonstrated ability to lead and motivate a large team of skilled professionals. Excellent interpersonal skills. Willingness to extend personal efforts to exceed expectations. Proficient in Salesforce, Excel, and PowerPoint. Strong communication skills in English, both written and spoken.-
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