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Field Service Operations Manager

hace 2 meses

Barcelona, Barcelona, España Mygwork A tiempo completo
Job Summary

This is an exceptional opportunity to lead a team of field service engineers and drive customer satisfaction in the UK and Europe.

Job Responsibilities
  • Direct the activities of a dedicated team of service employees within the assigned area of responsibility.
  • Apply Lean principles to monitor resources, installations, and critical issue management.
  • Review field schedules, data, reports, and customer surveys to ensure high-quality service delivery.
  • Coach and mentor the field service engineers to drive improved performance and career development.
  • Collaborate with other regions and internal customers to ensure exceptional client-focused service.
  • Coordinate service issues with engineering, customer service, and global tech support for timely resolution.
  • Handle customer complaints via CRM tool to ensure flawless customer experience.
  • Promote a safety-first culture by advocating for safety, ensuring timely training completion, and driving safety awareness.
  • Ensure accuracy of field service reports through regular auditing and corrective activities.
  • Assist the Global Manager in establishing and implementing strategic and tactical service business plans.
  • Assist in the selection, hiring, and training of new employees.
  • Drive effective strategies to expand product and service sales.
  • Lead or participate in project teams to improve business performance.
  • Support the service leadership in deploying new systems/tools/platforms to improve service effectiveness and efficiency.
  • Manage FSE team Opex control and service business leads contribution.
  • Create standard work and daily management dashboards to supervise and communicate operational and strategic performance.
  • Drive operational excellence by monitoring key performance indicators and implementing process enhancements.
  • Work closely with colleagues from different regions and globally to ensure effective communication and coordination of field service activities.
  • Develop and implement the geographic field service deployment model tailored to customer needs.
  • Ensure successful rollout of service digital tools and platforms to enhance customer support.
  • Deploy global service marketing strategies within the region to deliver a comprehensive product/service offering.
  • Maintain customer allegiance using CAS survey results and service metrics to drive continuous improvement.
Requirements
  • 5 or more years of hands-on experience working with analytical instrumentation or bioproduction equipment.
  • Proven success as a mentor, coach, and team leader.
  • Effective interpersonal skills and ability to establish good customer rapport.
  • Ability to prioritize service requests and produce clear and concise documentation.
  • Availability to travel overnight up to 50% within the territory or other areas as required.
  • Ability to work independently while also fostering effective collaboration with diverse teams.