Contenu de l'offre France Service Manager chez Bruker
The function of the
France Service Manager is to manage the Customer Service Department 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.
Objectives
Responsible of the day to day planning and execution of the work:
Prioritize and fit instrument repair jobs into the planning of installations and PMs using available resources.
Organise Hot line support in close cooperation with Bremen support team
Allocate and control tasks to individual members of the engineering team taking full account of individual experience, ability and workload.
Main Responsible for region escalation handling.
Manage the delivery of customer satisfaction by frequent direct customer contact.
Provide a single contact point and act as an interface between Service, Sales, Back Office, Finance, EMEA Service Management
Ensure local compliance to all standardised Service functional
Ensure that the service operations are compliant with local Health and Safety laws
Responsible for finance objectives:
Local revenue recognition
Service revenue and gross margin
Assist in preparation of business plan
Responsible for team management:
Monitor and assess effectiveness, abilities of individual engineers and make informed recommendations
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 is met through the current approval process
Responsible for reporting to EMEA Service Management:
Provide Key Performance Indicators
Assist in provision of Business Plans
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, initiatives in order to improve overall Service deliveries and team performance
To carry out the duties to the level expected, the minimum competencies are:
Personable, approachable and able to communicate easily and effectively at all levels
Have excellent people skills
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
A very high standard of personal presentation.
Strong interest to learn in a world class High-Tech Company and interact with people from multiple research areas (e.g. Engineers, Chemists, Medical Researchers, etc.)
A degree level engineering qualification (or equivalent) or degree in chemistry or a related discipline or be able to demonstrate a similar level of knowledge and skill gained by practical experience in the Chromatography and Mass Spectrometry field.
Experience in clinical microbiology is a plus
A solid background in technologically advanced instrumentation
A good of both spoken and written French and English. An additional European language is a plus
A current valid driving license
No visa or other restriction preventing travel in the USA or EU.
Understanding of the Company’s products, suppliers and core technologies
Demonstrable ability to lead and motivate others and contribute to the organisation of a large department of skilled individuals
Good personnel skills
Willingness to expend personal effort to meet and exceed expectations
Good computer literacy, especially with regard to document and presentation
Good communication skills in English, written and spoken.