Field Service Manager 3
Millipore Corporation

Job Info

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Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you've got big plans - so do we! Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Your Role:

The Service Manager's primary responsibility will be to lead a team of highly technical and specialized Field Service personnel who are responsible for and perform on-site routine services including installation, maintenance and repair of Lab Water Purification and Biomonitoring equipment within the district. The position requires the highest level of professional representation between the customer and the company in all aspects of the customer relations and the ideal candidate should reside within the district.

Essential Duties and Responsibilities:

• Field based position responsible for managing service representatives within defined district
• Position is based within the Northeast - ideally should be located the Boston area, NYC area or in between
• Report and share information with senoir leadership to ensure they are fully informed on the condition of the organization and important factors influencing it.
• Provide support and guidance to the regional team demonstrating integrity and professionalism
• Manage the day-to-day activities of the district, optimizing resources, managing individual development and providing formal and informal feedback
• Meet financial objectives by forecasting revenue and expenses, budgeting and scheduling expenditures
• Manage effective use of resources while enabling expedient response to challenging customer and sales requests
• Ensure customer satisfaction is a priority and maintained at industry top level according to proscribed guidelines and as measured through Net Promoter Score and Service Excellence Scores.
• Interface with customers on critical issues
• Perform customer site visits, as needed
• Field visits with direct report engineers, as needed
• Manage training of new and existing direct reports
• Ensure the timely issuance of timecards and expense reports
• Drive results to meet/exceed all service-related KPIs
• Review service work for completeness and correctness
• Perform routine inventory checks for relevancy and accuracy
• Review service quotations
• Increase the Installed Base through Lead Generation
• Build and maintain strong relationships with counterparts at service partner organizations and ensure highly productive relationship.

Who you are:

Minimum Qualifications:

• Bachelor's degree in Science, Technology or Engineering or similar; MBA a plus
• 3-5 years of managing field service operations

Preferred Qualifications:

• Demonstrated leadership skills to motivate, support and empower people
• Ability to present a powerful and positive professional image
• Demonstrated Customer management skills; ability to manage and diffuse difficult customer situations
• Data-driven, detail-oriented approach to making decisions
• Strong track record of reducing operating costs while improving customer satisfaction
• Excellent written and verbal communication skills
• Fluency in Microsoft Office applications; Experience with Salesforce/ServiceMax a plus
• Ability to work in a fast-paced environment
• Proven ability to organize, motivate and direct people
• Ability to travel when required
• A strong electrical-mechanical skill set (water purification knowledge is a plus)

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of our diverse team!

If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.emdgroup.com/en/company/press-positions.html

This job has expired.