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Optics Field Service Manager

vor 2 Monaten

Ettlingen, Baden-Württemberg, Deutschland Bruker Vollzeit

Job Summary

The Optics Field Service Manager will be responsible for managing the German Field Service Team as a highly competent, efficient, and effective profit-generating engineering service to the customer base. They will have an effective technical capability to enhance and support product sales opportunities based upon continually updated knowledge of customer expectations developed through ongoing personal involvement with the activities of installation and servicing teams.

Key Responsibilities

  • Organize engineer dispatching to properly prioritize and fit instrument repair jobs into the planning of installations and PMs using all available resources.
  • Allocate and control tasks to individual members of the FSE team taking full account of training levels, experience, and workload.
  • Steer and manage sufficient skill levels for FSE to ensure competence, response times, and first-time fix rates.
  • Main responsible for service escalation handling.
  • Ensure quality-relevant data is collected and exchanged with QM, BU's, and Production.
  • Ensure Salesforce standards are followed.
  • Manage customer loyalty by frequent direct customer contact – pro-active and re-active, including on-site.
  • Provide a point of contact and act as an interface between Service, Sales, Back Office, and Remote Solution Center.
  • Ensure local compliance of operations and application of local health and safety laws.

Financial Objectives

  • Local revenue recognition.
  • Service revenue and gross margin.
  • Assist in preparation of business plan.
  • Territory headcount planning and development.

Team Management

  • Monitor and assess effectiveness, abilities of individual engineers and make informed recommendations for qualification measures, promotions, or other personnel-related actions.
  • Schedule and attend local service team meetings.
  • Plan Field Service Engineers' development and training.
  • Organize and complete Field Service Engineers' appraisal and mid-year reviews and set objectives.
  • Identify and request human resources when the criteria are met through the current approval process.

Reporting to CALID EMEA Service Management

  • Analyze and follow up on key performance indicators.
  • Work closely with EMEA Service Management to leverage all quality issues.
  • Assist with the implementation of common working rules.
  • Attend and participate actively in service management meetings.
  • Develop an ongoing relationship with EMEA Service Management and other local Service Managers.
  • Deliver new ideas and initiatives to improve overall Service deliveries and team performance.

Requirements

  • Personable, approachable, and able to communicate easily and effectively at all levels.
  • Have excellent people leader skills.
  • Constantly challenging the status quo and striving to improve Service Performance. Initiating corrective action as well as improvement projects.
  • Ability to proactively and effectively respond to urgent or rapidly changing situations.
  • Ability to provide leadership and direction to a large team and effectively exercise delegated authority.

Qualifications

  • A degree-level engineering qualification (or equivalent) or be able to demonstrate a similar level of knowledge and skill gained by practical experience.
  • A solid background in technologically advanced instrumentation.
  • Team management experience.
  • A good command of both spoken and written English.
  • A current valid driving license.
  • No visa or other restriction preventing travel in the USA or EU.

Skills and Experience

  • Understanding of the Company's products and core technologies.
  • Demonstrable ability to lead and motivate others and contribute to the organization of a large team of skilled individuals.
  • Very good personnel skills.
  • Willingness to expand personal efforts to meet and exceed expectations.
  • Salesforce, Excel, and PowerPoint knowledge.
  • Very good communication skills in English, written and spoken.