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Client-Focused Service Leader

2 months ago

Shelton, Connecticut, United States Milestone Inc. Full time

Field Service Operations Manager

About Milestone Inc.:

Milestone Inc. is at the forefront of innovation, providing advanced solutions for laboratories worldwide engaged in sample preparation. Our commitment to excellence is reflected in our extensive portfolio, which includes over 50 patents and 20,000 systems deployed globally, establishing us as a leader in the scientific and industrial sectors.

Role Overview:

We are seeking a highly skilled and experienced Field Service Operations Manager to join our dynamic team. This pivotal role involves overseeing the efficient functioning of our field service operations, ensuring outstanding customer experiences, and propelling the success of our service division. The ideal candidate will exemplify Milestone's dedication to client satisfaction, always striving to provide solutions that meet customer needs. A background in electronics or electro-mechanical engineering, coupled with a solid understanding of analytical instrument systems, is essential.

Key Responsibilities:

  • Demonstrate exemplary customer service leadership.
  • Champion Milestone's client-first philosophy.
  • Ensure timely responses from the Service Coordinator to client inquiries.
  • Facilitate the escalation of cases to appropriate internal team members when necessary.
  • Collaborate with the Product team on application-related inquiries.
  • Address client concerns and maintain high levels of satisfaction.
  • Lead the Field Service team to ensure prompt and successful completion of service tasks, preventative maintenance, and post-sales revenue generation.
  • Monitor and evaluate key performance indicators (KPIs) for the field service team, implementing strategies for enhanced performance and customer satisfaction.
  • Manage field van inventory, expenses, and scheduling to optimize productivity and minimize costs.
  • Refine existing processes and procedures for improved efficiency.
  • Develop and implement standard operating procedures (SOPs) to enhance service department effectiveness.
  • Promote a culture of continuous improvement and professional growth within the service team.
  • Stay informed about industry trends and advancements in analytical instrument systems to provide expert support to the team.
  • Collaborate with internal departments, including operations, sales, and customer support, to ensure seamless communication and coordination.

Qualifications:

  • Bachelor's Degree in Electromechanical Engineering or a related field.
  • A minimum of 5 years of experience in a service management position within the analytical instrument or life sciences sector.
  • Strong technical expertise in analytical instrument systems, particularly in sample preparation.
  • Exceptional communication and interpersonal skills, with a proven ability to build strong relationships with clients and stakeholders.
  • Demonstrated success in managing and leading a field service team.
  • Excellent problem-solving and decision-making abilities, with a knack for quickly addressing complex challenges.
  • Strong organizational and time management skills, capable of prioritizing tasks in a fast-paced environment.
  • Proficiency in service management software and tools (experience with Salesforce and ServiceMax or similar platforms is preferred).
  • Willingness to travel as required to support the field team.