As Field Service Manager for EMEA and APAC you will manage the coordination of technical and administrative support activities including installation, repair, preventive maintenance, and engineering change upgrades to be performed at client sites. You always ensure this through adequate reporting management and system maintenance, excellent communication with external customers and internal specialists as well as a keen sense for efficient processes and a fascination for technology. Your working location will be Manchester, UK, with regular business travel both nationally and internationally.
What You’ll Do…
* Work with the Global Service leadership team to identify and drive key initiatives, processes, tools and programs to build our business.
* Build, lead and develop a team of approximately 30 field service specialists and team leaders, including personnel scheduling to respond to critical situations.
* Cross-functional collaboration to support the lifecycle of a product from sales to engineering to product management.
* Maintain communication with quality and design management and specialists in resolving technical problems and/or escalating problems in order to remain focused on delivering world class service to the customer.
* Responsibility for creating trusting and successful customer relationships among employees.
* Meeting profit targets and avoiding losses.
* Work with service leaders to manage headcount and team structure to implement scalable solutions.
* Defining the service strategy in the region based on the product line (direct sales/ distribution partners/ cooperation partners/ third party providers).
* Personal contact with key customers through direct involvement in business transactions. This is supported by the development of strategies to close business quickly in the regions.
* Prioritizing the investment of resources and services with the customer.
* Ensure adequate records and systems are maintained.
What you will Bring…
* Bachelor’s or advanced degree with significant experience necessary to possess an in-depth understanding of the technologies, functions, business, industry, and the Company.
* Minimum 4 years of experience, preferably in field service and leading a team of Field Service Engineers
* Industry experience in life science, automation, medical device, or pharma related industry is a plus but not essential
* Possess a comprehensive technical knowledge of the function, business, and/or department being managed, along with developing managerial skills necessary to successfully manage a department.
* Exceptional interpersonal skills with the ability to provide compassionate, empathetic responses and solutions to complex problems.
* Ability to independently provide accurate resolutions to a variety of problems.
* Highly proficient in verbal communications, including strong written and phone skills.
* A natural interest in mechanical and technical systems.
* Ability to translate complex ideas into easily understood descriptions.
* Business language is English. Other language skills (French, German, Japanese, Chinese) are an advantage.
Working Conditions/ Schedule
* Site-based in Manchester with occasional travel up to 50% both domestically and internationally as needed.
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