Regional Field Service Leader Emea

**Job Description Summary**: As our EMEA Leader you will manage, direct and oversee the Field Service organization of GE Additive and be accountable for all resources and logistics required to perform high-quality service and maintenance activities on customers' site including after-sales customer relationship management. These activities include all types of machine installations and maintenance services (preventive and break fixes). In addition you will collaborate with Service Fulfillment, Product Support Engineering, Program and Customer Project Management owners within GE Additive as well as regional Customer Support Team and Commercial/ Sales owners to drive results. The role has high level of autonomy, requiring high levels of operational judgment.

**Roles and Responsibilities**
- Manage daily operational and tactical field service activities for the service technicians
- Strongly connect to regional customers and their needs, share insights, commercial and technical feedback with relevant stakeholders inside the Customer Service org
- Prepare capacity plans, coordinate with customers’ needs, observe customer service agreements and defined response times
- Define, document and manage processes for all planned events (e.g., machine installations and preventive maintenance) for the region
- Lead kick-off meetings and complete client communication and engagement plan for installation projects and schedule events
- Ensure that new machines are installed timely, and SAT signed according to plan
- Prepare capacity plans, coordinate with customers’ needs, observe customer service agreements and defined response times
- Monitor and manage costs of team activities vs. forecast and planned financial results
- Identify cost drivers, efficiency potentials and revenue opportunities of Regional Field Service Team, help to increase profitability of service contracts
- Help to improve efficiency, processes and profit margin within Customer Service org
- Lay strong focus on people management, retention and development of talent to strengthen the Customer Service talent pool and identify Service talent for further development also beyond the Field Service Team Cluster
- Develop a strong understanding of the regional Additive Manufacturing market and existing/ upcoming competitors, observe best practices and competitive advantages and align with Functional Management and Customer Support Leadership on ways to improve GE Additive and employer brand per region
- Align efforts with GE Additive growth initiatives and key strategies and loop back what works, what not and how it can be improved constructively moving forward
- Function as an escalation point for all field service-related matters and drive internal escalations and conflicts constructively, build bridges, help to find solutions that work for our customers
- Develop capacity plan for staffing needs anticipating regional demand and resource gaps
- Maintain close connectivity inside the Customer Service org with key stakeholders
- Maintain connectivity with other business units within GE Additive, including Commercial/ Sales and Engineering

**Required Qualifications**
- This role requires significant experience in the regional Services leadership of medium sized to large teams
- Bachelor’s degree with relevant experience in Customer Service
- Leadership experience, preferable including managing remote teams and strong interpersonal skills
- Individual should be able to interact and develop relationships with the sales department, customers and management
- Fluency in English, any other Language skills eg. German or Swedish are a big plus

**Desired Characteristics**
- Dynamic and passionate with a strong teamwork mentality
- Ability to identify problems and provide good solutions for the same
- Result-oriented approach
- High working integrity

At GE Additive, we continue to work every day to bring the transformative power of advanced manufacturing to businesses around the globe. Through our own extensive experience incorporating additive technologies into our production process, we recognize the value and possibilities it brings to modern design and manufacturing challenges.

If you’re interested in working within additive manufacturing and looking for a placement rich with challenges and unlimited opportunities for growth and development, then join GE.

GE Additive is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE supports and encourages flexible working arrangements, where possible, and recognizes the benefits to employees of having a positive work-life balance.

**Additional Information**:
**Relocation Assistance Provided**:No