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Field Service Manager

3 months ago

Long Beach, United States Nikon SLM Solutions Full time

Nikon SLM Solutions is a leading provider of metal based additive manufacturing technology, commonly referred to as 3D printers, utilizing selective laser melting powder bed fusion technology. Our 3D printers are designed to produce parts directly from a variety of metal powders. The customers for our metal based additive manufacturing systems come from various industries such as aerospace, energy, healthcare, and automotive. Headquartered in Lübeck Germany, Nikon SLM Solutions has more than 600 employees worldwide.


POSITION DESCRIPTION:

The role of Services Manager requires a customer-focused and self-driven candidate. This is a crucial role to ensure customer satisfaction and success of our installed base and will be responsible for all activities related to post sale field service. The successful candidate will foster strong customer relationships, manage the profit and loss of the services P&L, and define and own the sales of contract management. The successful candidate will also be required to work cross-functionally across the organization and regions.


In addition, the Services Manager will:

  • Lead, develop, and manage all field service and technical support engineers
  • Own the overall health of the install base; effectively communicate and escalate install base issues and drive cross functional engagement needed for resolution
  • Work closely with the global services team to roll out aftermarket offerings within region
  • Develop and execute a strategy for services and post-sale spares/consumables to drive operational excellence, positive customer experiences, and revenue growth in line with the market
  • Develop strong relationships with key customer contacts to enable effective engagement and execution
  • Provide guidance, leadership, and mentoring to enable a high performing team that challenges status quo.
  • This position requires approximately 70% travel, both domestic and international Location is flexible


CANDIDATE REQUIREMENTS:

  • Bachelor's Degree in Engineering, Supply Chain, Business or related discipline from an accredited university or college or equivalent knowledge and experience
  • A minimum of 10 years of professional experience, with increasing responsibility
  • Passion and proven success in leading a services organization focused on the customer’s success
  • Leadership experience with the ability to create a unique team spirit and high levels of job satisfaction for remote team members
  • Exceptional oral, written and visual communication skills
  • Strong interpersonal, influencing, and team building skills; proven ability to work well in a matrix environment.
  • Proven track record of working with global teams


DESIRED CHARACTERISTICS:

  • Metal additive manufacturing industry experience
  • Track record of creating and executing impactful strategic initiatives and plans with global impact.
  • Strong experience leading or managing projects of various size, duration, and scope and across geographies.


OUR COMPREHENSIVE BENEFITS PACKAGE INCLUDES:

  • Comprehensive health coverage including medical, dental, and vision
  • 401(k) plan and 4% match
  • Holiday Pay and Paid Time Off
  • Gym reimbursement
  • Tuition reimbursement
  • Company-paid disability coverage
  • Company-paid life insurance


Nikon SLM Solutions is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, or genetic information; U.S. citizenship or Green Card is required.