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Area Service Operations Manager

2 months ago

Lowell, Massachusetts, United States Rapid Micro Biosystems Full time

Area Service Operations Manager

Position Overview

As a pivotal member of our team, the Area Service Operations Manager will play a crucial role in overseeing the service and support operations for our esteemed clientele. This position requires a dynamic individual who possesses both advanced technical expertise and strong leadership capabilities, ensuring that our service team consistently exceeds customer expectations.

Key Responsibilities:

  • Lead and manage the Field Service Engineering team, ensuring optimal utilization and performance of each engineer.
  • Establish and uphold the highest standards of service excellence for both internal and external stakeholders.
  • Collaborate closely with Operations, Quality Assurance, and Engineering teams to swiftly address performance issues and maintain reliability standards.
  • Enhance and streamline service processes, including preventive maintenance completion and training programs.
  • Develop and implement service initiatives that cater to customer needs, while effectively resolving challenging situations.
  • Monitor service response times, equipment uptime, and failure metrics to meet established targets.
  • Strategically plan for service spare parts and tools to align with service level agreements.
  • Efficiently allocate service resources to meet operational goals while managing expenses.
  • Foster the growth and development of the regional service team through regular training and support meetings.
  • Track and manage performance metrics to ensure alignment with customer expectations, devising action plans for any discrepancies.
  • Organize and enhance daily operations of service and support to ensure continuous improvement.
  • Develop and maintain operational procedures that comply with relevant regulations.
  • Willingness to travel as required.

Qualifications:

  • Bachelor's degree in Business, Engineering, or a related field.
  • A minimum of 7 years of experience in providing technical support for critical instrumentation, with 3-5 years in a managerial capacity.
  • Exceptional skills in electro-mechanical systems and robotics.
  • A strong commitment to customer satisfaction and delivering outstanding service experiences.
  • Proven ability to build, mentor, and lead high-performing teams.

About Us:

We are a leader in the field of microbiology automation, dedicated to developing innovative solutions that enhance the quality and efficiency of pharmaceutical production. Our commitment to excellence drives us to provide groundbreaking technology that supports our clients in achieving their operational goals.

Equal Opportunity Statement:

We are committed to fostering an inclusive workplace where all individuals are treated with respect and dignity. We do not discriminate based on any protected characteristic and value diversity in our workforce.