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Service Manager (m/w) Central Europe - Germany  

Bio-Rad (company)


Posted on : 10 April 2017

Project Description

Job Description 
  • Leading a team of Field Service Supervisor, Service Assistants and Service Administrator 
  • Ensuring that local CE Service policies, procedures and va-lues in local service operations are aligned to service Europe 
  • Working with local Service staff to set performance targets, appraisals and address staff and functional issues 
  • Ensuring that the service operations within the CE region are compliant with local Health and Safety laws, customs and practices 
  • Partnering and implementing all relevant policies with the local Human Resources Partner 
  • Assisting in the setting and meeting of defined tangible CE targets (inventory accuracy, training, 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 
  • Scheduling and attending local team meetings, driving customer communication forums 
  • Leading 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 with Sales/ Marketing and aligned with those of the Service Manager EMEA 
  • Being responsible for meeting and/or escalating deviance to agreed Key performance Indicators aligned to the Strategy and Business Plan in any given year 
  • Acting as a decision-maker for issues that can not be addressed at individual staff level 
  • Coming to consensus with local company staff in other non service environments and escalating to EMEA Service Manager if and when required for resolution 
  • Ensuring decisions and strategy are communicated to CE Service staff where necessary 
  • Being 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 EMEA Service Manager 
  • Being responsible for establishing SLA’s and priority customer (GSB) lists with CE Sales Managers 
  • Setting, reporting and meeting agreed service levels aligned to market prioritization. 
  • The prioritization will be agreed in advance with the  Europe Service Manager aligned to the key areas critical for success of the Business and Business plan 
  • Attending and participating actively in Europe Service Management meetings and ESO and ISO projects as defined by  EMEA Service Manager.         

Required Skills   
  • Job related bachelor or other education 
  • Solid leadership skills 
  • Proven work experience on that level in a Medical devices company 
  • Proven track record of success in programs associated with Staff and Instrument performance aligned to quantifiable measures 
  • Track record of achieving change and turning words into action ideally with Finance indicators and Customer satisfaction measures 
  • Ability to influence effectively 
  • Strong communication skills 
  • Ability and willingness to challenge and lead change by example 
  • Effective decision making skills 
  • Highly collaborative approach 
  • Knowledge of local and European service practices and ways of working. 
  • Fluent in German, English and French language