Field Service Manager, West Germany (NRW)

Job Title

Field Service Manager, West Germany (NRW)

Location(s)

Cologne, Germany, Germany Remote

Job Description

The Field Service Manager, West Germany directs the coordination of technical and administrative support activities including installation, repair, preventive maintenance and engineering change upgrades to be performed at client sites across West Germany. Ensures adequate records and systems are maintained. Schedules personnel responding to critical situations. Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department's attention. Selects, develops and evaluates personnel to ensure the efficient operation of the function.

Responsibilities

Leadership & Team Management:

• Lead, mentor, and develop a team of 12x field service technicians to meet performance objectives.
• Foster a culture of continuous improvement, high performance, and customer-centricity within the field service team.
• Oversee recruitment, training, and professional development to ensure technical and customer service excellence.
• Implement Daily Management and Problem Solving fundamentals as spart of LEAN conversion efforts

Service Delivery & Customer Satisfaction:

• Ensure the efficient and effective delivery of field services, including installation, maintenance, troubleshooting, and repairs for PerkinElmer's products.
• Drive strategies to improve response times, quality of service, and overall customer satisfaction.
• Address complex customer issues in a timely manner, ensuring the highest standards of service delivery.

Operational Excellence:

• Manage the field service budget, ensuring the efficient allocation of resources.
• Implement and optimize field service processes and workflows to enhance productivity and reduce operational costs.
• Collaborate with cross-functional teams, including product management, sales, and support, to ensure seamless execution of service contracts and maintenance programs.

Strategic Planning & Reporting:

• Develop and execute strategies to drive the growth and performance of the field service function in alignment with company objectives.
• Analyze field service performance data and provide regular reports to senior management, offering actionable insights to improve service delivery.
• Continuously evaluate emerging trends and technologies to enhance service offerings and stay competitive in the market.

Compliance & Quality Assurance:

• Ensure compliance with all relevant industry regulations, safety standards, and company policies.
• Maintain high standards of quality control for all service activities to ensure consistency and reliability.

Basic Qualifications

• Bachelor's degree in Engineering, Business Administration, or a related field (Master's degree is a plus).
• At least 5+ years of experience in field service management, with a proven track record of successfully leading a team of field service engineers or technicians.
• Strong understanding of service delivery in a technical environment, preferably within the healthcare, life sciences, or related industries.
• Demonstrated experience in managing complex service operations, customer relations, and cross-functional collaboration.
• Proven leadership abilities, with a focus on team development, motivation, and performance management.
• Exceptional communication, problem-solving, and interpersonal skills.
• Ability to develop and manage budgets, timelines, and operational goals.
• Strong knowledge of service management software and tools.
• Ability to travel as needed to meet customer demands and oversee field operations.

Preferred Characteristics

• Strategic Vision: Ability to anticipate market trends and drive forward-thinking strategies to maintain PerkinElmer's competitive edge in the field service sector.
• Customer-First Mindset: Demonstrated passion for delivering outstanding customer service and exceeding customer expectations.
• Data-Driven Decision Maker: Comfort in utilizing data and analytics to improve service operations, track performance, and make informed decisions.
• Change Management: Experience in leading teams through organizational change, especially within the context of evolving service models or business needs.
• Collaborative Leadership Style: Ability to collaborate cross-functionally with various departments, including sales, marketing, product development, and customer support, to enhance service outcomes and drive business growth.
• Continuous Learning and Adaptability: A proactive attitude toward staying current with industry advancements, new technologies, and continuous improvement processes.
• Multinational Experience: Experience working in international teams and managing field service operations in diverse cultural environments