Field Service Manager, EMEA > voisins le bretonneux > Joboolo FR :
Lieu : voisins le bretonneux
About the Role
:
The Manager of FieldService is responsible for development and leadership of the fieldservice organization for their respective territory who support current and future BSC capital equipment offerings.
They will help provide direction to a customer:
centric service operations team and will partner closely with BSC divisions and commercial teams as part of optimizing the capital equipment and service business.
Directly ensures service operations performance objectives and KPIs are routinely met and will partner with divisions to set and achieve a positive customer experience, help support service revenue, capital equipment sales, service contract and business growth targets along with relevant KPIs.
Embraces a spirit of continuous improvement and will drive the value improvement program (VIP) in the field :
focused on optimizing costs associated with travel, labor time, duplicative service visits, FSE utilization and service material usage.
Region:
To Be Assigned (Central:
West or South:
East Europe, depending on location)
Your responsibilities will include:
:
Direct and manage fieldservice team and manage organization for achievement of supply chain and commercial business objectives and goals.
:
Fosters a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
:
Support strategic direction for key capital equipment activities.
Align efforts across supply chain and business / division objectives and act as liaison to advocate and communicate overall strategy through the fieldservice team.
:
Partner and align with divisional leadership on strategic priorities and key initiatives for capital, sales process, and customer engagement.
:
Builds strong partnerships with country business leads for Capital Equipment to ensure effective service operations to support their respective businesses consistent with agreed Service level agreements and agreed KPIs.
:
Establish structure,processes, and proceduresto assure comprehensive quality system compliance across fieldservice team.
:
Assist with Divisional commercial support:
selling activities support driving alignment of service and commercial strategies.
:
Support QBR process with divisions to review service performance and discuss trends.
:
Connect with counterparts globally to support divisional service initiatives.
:
Partner with divisional leadership to oversee new product development and introduction.
Champion improvements in business processes to increase the effectiveness of their implementation across fieldservice.
:
Continually evaluate, improve, and implement changes to assure customer:
centric fieldservice focus.
Create balanced performance environment addressing customer satisfaction, employee satisfaction and achievement of productivity and revenue:
expense goals.
:
Responsible for management of fieldservice budget and budgeting process and track/forecast headcount needs with a rapidly changing install base portfolio.
:
Create a high:
performance culture with a focus on continuous improvement to continuously improve customer experience while maintaining key cost and efficiencies goals.
:
Maintain strong working relationships with external customers and internal sales, marketing and engineering management, and international counterparts.
:
Monitor and analyze service metricsto identify areas for improvement and implement corrective actions.
:
Manage escalations and complex service issues, providing solutions and support to fieldservice teams.
:
Collaborate with HRto recruit, onboard, and retain top talent in the fieldservice team.
What were looking for:
:
BS/BA with a concentration in Science and Technology, Businessand/or Engineering required.
:
Demonstrated (7:
10 years) progressive service and fieldservice leadership experience.
:
Demonstrated customer facing or customer suppo voisins le bretonneux Advertising, Marketing & PR, Customer Service & Call Centre, Engineering, Finance, Banking & Insurance, Information Technology, Legal, Management & Executive, Manufacturing, Property & Real Estate CDI Competitive
