Regional Field Service Manager DACH (m/f/d)

Job Description

Job Description Job ID: MOL002593
About Us
Molecular Devices is one of the world's leading providers of high-performance bioanalytical measurement systems, software, and consumables for life science research, pharmaceutical, and biotherapeutic development. Included within a broad product portfolio are platforms for high-throughput screening, genomic and cellular analysis, colony selection, and microplate detection. These leading-edge products enable scientists to improve productivity and effectiveness, ultimately accelerating research and the discovery of new therapeutics. Molecular Devices is committed to the continual development of innovative solutions for life science applications. The company is headquartered in Silicon Valley, California with offices around the globe.
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Description
As our new Regional Field Service Manager DACH you will have direct responsibility for a team of regional Field Service Engineers across your territory. As part of our European Service organization the team has the general responsibility for the installation, repair and maintenance of the companies range of laboratory equipment at customer location/site throughout the EU and occasionally globally, performing to agreed service levels.Location: the position is home-based in Germany or AustriaYour primary purpose is to ensure the team functions and is aligned to specific performance metrics, meeting customer and business unit needs. This is a management/administrative role with focus on leading, developing and growing a team of field based engineers, being a role model and coach on customer facing/interaction and ensuring teams compliance with issued processes and ongoing team development. Key Responsibilities:• Service Revenues You are responsible to achieve planned revenue and profitability targets through the engineer team, safely and consistently deliver excellent customer service, business results and team objectivesYou will strive to actively increase service revenue in the countries (for example service contracts/upgrades/trainings etc.)• Service OperationsEnsure that day to day operational problems which impact Field service delivery are identified and resolved through working with the engineers and other internal departmentsField implementation of Technical Service Bullets (TSBs)Ensure team complies with current codes of practice and EH&S requirements• Contract ManagementNegotiations for contracts and 3rd party service providers. Ensure close alignment with Service Sales.• Key Account ManagementActively manage service key accounts and support Sales Teams at critical or key account customers in order to ensure first class customer satisfaction.• Complaint ManagementEnsure customer complaints are dealt within agreed time scale and according to Global and Regional escalation processes.• DBS/ProcessesBe familiarized with DBS tools (especially PSP, standard work, 5S, daily management). Ensure the correct use of ServiceMax and any agreed service process.• Resource Planning and DeploymentInitiate and escalate need for additional or DRA resources. Indicate overcapacity• People ManagementTraining & Coaching, Recruiting, Performance Management/ Development, Communication, putting training plans for new hires together and mentor new hires• Monthly reporting• Individual Service related projects as requiredKey Relationships:In this role you will cooperate with different stakeholders internally and externally and will maintain and develop relationships to our customers and associates throughout Molecular Devices (UK) Ltd and the Danaher Corporation e.g. other European Service Managers, Service Administration Team, Regional Sales Account Managers, Field Applications Scientists. Job Requirements
Qualifications
Are you a person with high energy and drive for success and ability to inspire others? Great! Please check if your qualifications, experience and skills meet the requirements of the role:Qualifications & Experience: • Completed technical education or university degree (Uni/FH) in a relevant discipline such as Electrical Engineering, Medical Engineering or commercial education with equivalent experience in technical environment.• Some years of working experience in technical service environment with demonstrated career development into a senior or management role• First experience in leading a team would be beneficial• Proven experience and willingness in performance management and taking adequate actions• Familiar with implementing change• Demonstrated track record of delivering excellent operational service in a customer led business, strong commercial awareness• Proven ability to drive customer satisfaction• Proven leadership, training and mentoring skills• Fluent in English and GermanSkills:• Proven inter-personal skills; a strong personal communicator; ability to engage with our customers and team members; proven influencing skills, ability to interact with team at all levels; team motivator and ability to work sensitively with varying personalities, cultures and abilities• Highly motivated with demonstrative interpersonal, presentation and organizational skills• Excellent written and verbal communication skills. Strong working knowledge of MS Office and understanding of general administration tools and/or CRM systems, together with an understanding of the importance of an attention to detail/need for accurate administration• Proven credibility in operational delivery of targets; working accurately to monthly targets/deadlines and engaging the team and delivering on the customer’s needs• Setting the highest standards in customer service and proven experience of going the extra mile for the customer and driving this culture into the field team• Taking ownership and leading a remote team and their associated performance to success• Willing to take ownership of issues until resolved. Innovative and able to find pragmatic solutions to problems• The ability to work with a high degree of independence• Flexible team-player with ability to work together in a constructive way with peers, subordinates and seniors in anticipating and resolving issuesPersonal attributes:• Clean driving license• Able to regularly travel and work away from home within the home territory, throughout Europe and occasionally internationally up to 20 %For further questions on the role please contact Evgenia Wittal, Sr. Talent Acquisition Partner on + [ Phone number blocked ] .Diversity & InclusionAt Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.
Danaher Corporation Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years. At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team. Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.