Overview
Responsible, through a European reporting structure within service, for delivering all activities supporting the installation,
maintenance, modification and repair of customer instruments, carried out on customer sites or instruments sent to Leipzig
service center. Managing an escalation process back to NE & EEMEA Service Manager. Managing the local service staff
through development is key to this role, ensuring both Service revenue and Opex for the country is driven to achieve
maximum potential and meet the targets.
The role will provide a single point of contact acting as the country Service Manager with responsibility for the day to day
Instrument and service center operation as described below. The role will act as an interface between Local Service,
Sales, and Finance staff across country. Managing the delivery of customer satisfaction to both internal and external staff
(the former through agreed and documented SLA’s) is also key to this role.
Representing Instrument service as representative for country .Responsible for delivering new ideas, initiatives and
activities that drive standardisation and improved effectiveness and efficiency for both the Business and the Customer.
Key to the success of the role is the ability to maintain the identity of individual staff while establishing a single standardised
European way for instrument service and support.
Responsibilities
To ensure that local country Service policies, procedures and values are applied in local service operations aligned to service Europe, in a harmonised and consistent way. Working with local Service staff to set performance targets, appraisals and address staff and functional issues. To assist in the setting and meeting of defined tangible country targets (inventory accuracy, training, R1 to R4 staff alignment, Service hours and FSE effectiveness and efficiency). Providing reports on Service Sales by: Contracts, On Call, Reagent Rental. Providing information to assist in the monitoring of adherence locally to the European Strategy for Service Operations. To ensure local compliance to all standardised Service functional activates including SAP and Service Max.
To ensure that the service operations within the country are compliant with local Health and Safety laws, customs and practices. Partnering and implementing with the local HR all relevant policies.
Work closely with European Service Managers to leverage all quality issues assosiated with instrument design and performance quality, adhering the escalation process and supporting the specialist team to record, present data and assist with root cause analysis. This is in conjunction with the European Service Specialist team leader, balancing with the local country and European perspective. Developing an on going relationship with European Service operations as agreed with NE & EEMEA Service Manager, with a focus on “Funnel Management” and harmonized processes and facility related issues
Schedule and attend Service Manager local team meetings, driving customer communication forums. Lead process of work for preparing
Service focus on customer feedback aspects of the Service. Ensuring that regular follow up and review meetings are carried out and aligned with those of the NE & EEMEA Service Manager
To be responsible for meeting and or escalating deviance to agreed Key performance Indicators aligned to the Strategy and Business Plan in any given year and continue to improve performance of the service Team.
To act as arbiter and decision-maker for issues that can not be addressed at individual staff level. To come to consensus with local Bio-Rad staff in other non service environments and escalate to NE & EEMEA Service Manager if and when required for resolution. To ensure decisions and strategy are communicated to UK Service staff where necessary. To be responsible for recommending change and in some cases the re-allocation of resources on a temporary basis between Service areas as and when needed, with appropriate communication and final authorisation from the NE & EEMEA Service Manager
To work closely with Human Resources to drive development programs to feed into the Service Strategy to develop staff and identify and manage your role aligned to succession planning.
To be responsible for establishing SLA’s and priority customer lists with country Sales Managers. Setting, reporting and meeting agreed service levels aligned to market prioritisation. The prioritisation will be agreed in advance with the European Service Manager aligned to the key areas critical for success of the Business and Business plan
Attend and participate actively in EMEA Service Management meetings and projects as defined by the NE & EEMEA Service Manager
Qualifications
Should have demonstrable service management experience within a medical devices company, a proven track record of
success in leading a serviceteam and Instrument performance aligned to quantifiable measures. A track record of achieving
change and turning words into action ideally with Finance indicators and Customer satisfaction measures.
Experience working with ServiceMax and SAP is a plus.
Strong Leadership skills. Ability to influence effectively. Strong communication skills. Ability and willingness to challenge
and lead change by example. Effective decision making skills. Highly collaborative approach, solution oriented,
Knowledge of local and European service practices and ways of working.
