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Regional Service Manager

2 months ago

Baltimore, Maryland, United States Bruker Full time
Job Summary

Bruker, a leading analytical instrumentation company, is seeking a Regional Service Manager to oversee the Field Service Engineer team in the East Region. This role involves managing the team's overall direction, evaluating performance, and ensuring customer satisfaction.

Key Responsibilities
  • Team Management: Lead a team of Field Service Engineers, including recruitment, hiring, mentoring, performance evaluation, and expense management.
  • Task Planning and Assignment: Plan, direct, and assign tasks to Field Service Engineers based on regional requirements.
  • Repair Visit Management: Manage repair visits in conjunction with the PM Planner/Coordinator and National Operations Manager.
  • Escalation Management: Manage escalations by working directly with technical support or the CAT Team to ensure quick and efficient resolution.
  • Customer Support: Foster a proactive approach to customer support to enhance customer satisfaction and success.
  • Business Growth: Partner with the Regional Sales Management team to drive business growth and improve customer satisfaction.
  • Service Contract Management: Partner with Aftermarket Sales Management to expand service contract coverage within the region.
  • Case Management: Manage Salesforce cases, including reviewing, approving, and closing service cases.
  • Key Performance Indicators (KPIs): Monitor, report, and positively influence KPIs with a focus on customer success.
Requirements
  • Education: Bachelor's degree or similar in electronic engineering or chemical engineering.
  • Experience: Several years of field service experience for high-performance analytical instrumentation in academic and industrial labs based on MS technologies.
  • Service Management Experience: Minimum 7 years of service management experience with an understanding of service processes and procedures.
  • Technical Expertise: Advanced technical expertise on Bruker systems or similar products.
  • Communication Skills: Excellent communications skills needed to work with a wide variety of knowledge levels with customers of differing backgrounds and markets.
  • Organizational Skills: Excellent organizational skills with the ability to manage multiple priorities.
  • Leadership Skills: Ability to thrive in a team environment with a strong code of personal ethics, leadership, and problem-solving skills.
  • Travel: Ability and willingness to travel as required.
  • Software Proficiency: Proficiency in Salesforce CRM, including its reporting function, and Microsoft Office.