Manager Field Service Optics Germany
Bruker is enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker’s high performance scientific instruments and high value analytical and diagnostic solutions enable scientists to explore life and materials at molecular, cellular, and microscopic levels. In close cooperation with our customers, Bruker is enabling innovation, improved productivity, and customer success in life science molecular and cell biology research, in applied and pharma applications, in microscopy and nanoanalysis, as well as in industrial applications. Today, worldwide more than 8500 employees are working on this permanent challenge at over 90 locations.
Please visit www.bruker.com
Manager Field Service Optics Germany (m/f/d)
The function of the DE Optics Field Service Manager is to manage the German Field Service Team as a highly competent, efficient and effective profit generating engineering service to the customer base. They will have an effective technical capability to enhance and support product sales opportunities based upon continually updated knowledge of customer expectations developed through ongoing personal involvement with the activities of installation and servicing teams.
Responsibilities
Responsible of the day to day planning and execution of the work
- Organize Engineer dispatching to properly prioritize and fit instrument repair jobs into the planning of installations and PMs using all available resources.
- Allocate and control tasks to individual members of the FSE team taking full account of training levels, experience and workload.
- Steer and Manage sufficient Skill levels for FSE to ensure competence, response times, first time fix rates
- Main Responsible for Service escalation handling.
- Ensure Quality Relevant Data is collected and exchanged with QM, BU’s and Production.
- Ensure Salesforce Standards are followed
- Manage customer loyalty by frequent direct customer contact – pro-active and re-active incl. on-site
- Provide a point of contact and act as an interface between Service, Sales, Back Office, and Remote Solution Center
- Ensure local compliance of operations and application of local Health and Safety laws
Responsible for finance objectives:
- Local revenue recognition
- Service revenue and gross margin
- Assist in preparation of business plan
- Territory headcount planning and development
Responsible for team management:
- Monitor and assess effectiveness, abilities of individual engineers and make informed recommendations for qualification measures, promotions or other personnel related action
- Schedule and attend local service team meetings
- Plan Field Service Engineers development and training
- Organize and complete Field Service Engineers appraisal and mid-year reviews and set objectives
- Identify and request human resources when the criteria is met through the current approval process
Responsible for reporting to CALID EMEA Service Management
- Analyze and follow up on Key Performance Indicators
- Work closely with EMEA Service Management to leverage all quality issues
- Assist with the implementation of common working rules
- Attend and participate actively in service management meetings
- Develop an ongoing relationship with EMEA Service Management and other local Service Managers
- Deliver new ideas, initiatives to improve overall Service deliveries and team performance
Qualifications
- A degree level engineering qualification (or equivalent) or be able to demonstrate a similar level of knowledge and skill gained by practical experience.
- A solid background in technologically advanced instrumentation
- Team Management experience
- Personable, approachable and able to communicate easily and effectively at all levels
- Have excellent people leader skills
- Constantly challenging the status-quo and striving to improve Service Performance. Initiating corrective action as well as improvement projects
- Ability to proactively and effectively respond to urgent or rapidly changing situations
- Ability to provide leadership and direction to a large team and effectively exercise delegated authority
- Understanding of the Company’s products and core technologies
- Demonstrable ability to lead and motivate others and contribute to the organization of a large team of skilled individuals
- Very good personnel skills
- Willingness to expand personal efforts to meet and exceed expectations
- Salesforce, Excel and Powerpoint Knowledge
- Very Good communication skills in English and German, written and spoken.
- A current valid driving license
- No visa or other restriction preventing travel in the USA or EU.
