Regional Service Manager

6 days ago

Billerica, Massachusetts, United States Bruker Full time
Job Title: Regional Service Manager

Bruker is seeking a highly skilled Regional Service Manager to lead our Field Service Engineer team in the east region, United States. As a key member of our service operations team, you will be responsible for managing the team's overall direction and evaluation, ensuring exceptional customer satisfaction and driving business growth.

Key Responsibilities:
  • Lead a team of Field Service Engineers, including recruitment, hiring, mentoring, performance, and expense management.
  • Plan, direct, and assign tasks to Field Service Engineers based on regional requirements.
  • Manage repair visits in conjunction with the PM Planner/Coordinator and National Operations Manager.
  • Manage escalations by working directly with technical support or the CAT Team to ensure quick and efficient resolution.
  • Foster a proactive approach to customer support to enhance customer satisfaction and success.
  • Partner with the Regional Sales Management team to drive business growth and improve customer satisfaction.
  • Partner with the Pharma/BioPharma team to prioritize service needs appropriately.
  • Manage Salesforce cases, including reviewing, approving, and closing service cases.
  • Monitor, report, and positively influence Key Performance Indicators (KPIs) with a focus on customer success.
Requirements:
  • Bachelor's degree or similar in electronic engineering or chemical engineering.
  • Several years of field service experience for high-performance analytical instrumentation in academic and industrial labs based on MS technologies.
  • Minimum 7 years of service management experience with an understanding of service processes and procedures.
  • Advanced technical expertise on Bruker systems or similar products.
  • Excellent communications skills needed to work with a wide variety of knowledge levels with customers of differing backgrounds and markets.
  • Excellent organizational skills with the ability to manage multiple priorities.
  • Professional communication skills with the ability to communicate with all levels of an organization.
  • Ability to understand and navigate business needs within designated territory.
  • Must thrive in a team environment with a strong code of personal ethics, leadership, and problem-solving skills.
  • Ability and willingness to travel as required.
  • Proficiency in Salesforce CRM, including its reporting function.
  • Proficiency in Microsoft Office and SFDC.

Bruker offers a comprehensive and competitive benefits package, including medical, dental, 401(k), paid vacation, holidays, and tuition assistance (as applicable). We are an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

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