Bruker Corporation

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UK/IRE Service Manager BDAL

UK/IRE Service Manager BDAL

Req. # 
2017-5383
# of Openings 
1
Job Locations 
UK-Coventry
Position Type 
Regular Full-Time
Posted Date 
10/30/2017

More information about this job

Overview

The function of the UK 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

Responsibilities

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

Qualifications

To carry out the duties to the level expected, the minimum competencies are:

Personal

  • 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.)
  •  

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
  • A good of both spoken and written English. Additional European language is a plus
  • 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, 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.