Service Performance Manager

4 weeks ago


Lumberton North Carolina, United States Bruker Full time
About the Role

We are seeking a highly skilled Service Performance Manager to join our team at Bruker. As a key member of our EMEA Field Service Department, you will be responsible for analyzing and controlling all service-related Key Performance Indicators (KPIs) and established processes.

Main Responsibilities
  • Constantly monitor and control KPIs to ensure process adherence and identify areas for improvement.
  • Work closely with local service management and EMEA Service managers to build trustful relationships and drive process improvements.
  • Review existing KPIs and suggest improvements and corrections where required.
  • Provide root cause analysis for measured KPI target violations and consult regional management on observed glitches.
  • Responsible for finance objectives, including reviewing revenue recognition stakeholder input and timely processing of their part of the process.
  • Analyze rules for revenue recognition in Service vs revenue recognition on products.
  • Consult regional management on observed glitches and point out process inconsistencies.
  • Responsible for reporting to EMEA Service Management and analyze and follow up on Key Performance Indicators.
  • Work closely with EMEA Service Management to leverage KPI violations and assist with the implementation of common working rules.
  • Attend and participate actively in service management meetings and deliver new ideas, initiatives to improve overall Service deliveries and team performance.
Requirements
  • A degree-level engineering qualification or equivalent, or be able to demonstrate a similar level of knowledge and skill gained by practical experience.
  • A proven skill set in business analytics will be granting faster success in this role.
  • A good spoken and written English; additional European language is a plus, e.g. French, German, Spanish.
  • A current valid driving license and no visa or other restriction preventing travel in the USA or EU.
  • Understanding and experience with Salesforce / PowerBI is a clear plus. As well other CRM platform experience will be useful.
  • Demonstrable ability to motivate others and contribute to the organisation of a large team of skilled individuals.
  • Very good personnel skills.
  • Willingness to expand personal efforts to meet and exceed expectations.
  • Good computer literacy, especially with regard to documentation and presentation.
  • Personable, approachable and able to communicate easily and effectively at all levels.
  • Have excellent skills in number analysis and number interpretation.
  • A high standard of personal presentation.
  • Ability to explain partly abstract data with patience and enthusiasm such that people with different expertise are able to understand and follow.


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