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Role Filled

Service Manager

Scientific Supplier
Engineers Field & Depot
Capital Life Science
Stevenage & UK
£60,000 - £65,000
High Value Capital Equipment

Role Overview

The Service Manager commits to the company’s strategy and ensures the implementation of the strategic initiatives accordingly to meet business needs. In this role (s)he manages and sets expectations within the country(ies) and lead the team to realize those expectations at a high level.
You will be responsible for the customer service of its customers, resulting in customer satisfaction, service revenue and service growth.
Managing is in your nature; driving performances through creativity, enthusiasm for continuous improvements, encouraging and guiding the team members and celebrating successes.

Company Information

We are recruiting on behalf of a well-respected, global life science company who are seeking a Service Manager at their offices based in Stevenage.

Role Requirements

· Act according to the values of the company and convey this to the team.
· Lead and manage the service team(s) and safeguard employee satisfaction
· Harmonizing the service organization on local level in alignment with the company’s global service strategy
· Drive the transformation to manage Service as a product and as an integral part of the portfolio with top and bottom line expectations
· Expand and manage the service business
· Lead and transform the organization to further improve excellence in Customer Service
· Increase service value through customer intimacy
· Developing, implement and measure partnership with 3rd party(ies)
· Drive continuous improvements to maintain or improve on the quality of service delivery
· Periodic reporting to the Head of Service Nord Europe

· Recruit, manage and develop your people, to grow and develop them to their full potential and ensuring effective succession planning
· Setting clear aims and objectives with clarity of delivery accountability to team
· Handle essential tasks as assigned, and respond to change proactively
· Manage and direct the activities to provide required support for installations, calibrations, repairs, training, etc.
· Implement necessary changes to harmonize the service organization
· Implement service policies and procedures (in alignment with global guidelines)
· Manage growth actively, increase service revenue and profit, by transforming the existing reactive business into a more pro-active one
· Secure full regulatory, health, safety, environmental and quality management requirements to minimize business and regulatory risks
· Promote Customer Service externally and internally
· Provide close proximity between customer and Customer Service and ensure customer satisfaction
· Manage customer escalations
· Communicate service issues, trends and action plans to the Head of Service
· Participate in critical negotiations with customers
· Participate in projects to further develop the Service organization locally, within the region and across the region

Person Specifications

· 5-7 years of experience in similar job preferred
· Ideally good knowledge of the life science industry (competition, service products & business models, customer segments)
· Experience with business-relevant financial, HR and administrative tasks; understanding of financial key data
· Confident with Microsoft office & Apple applications
· Well organised and self-motivated
· Proven leadership qualities
· Good business acumen

Locations

Hertford
Hitchin
Royston
Stevenage
Previous Listing
Date Updated
21 Mar 2022
Job reference
69144
Categories
Full Time
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