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Service Manager (m/w) Central Europe Munich Germany,  

Posted on : 10 April 2017

Project Description

Tracking Code 8925-446 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 Bio-Rad 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 prioritisation. The prioritisation 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 Job Location Muenchen, , Germany Department S&CTS IHD North DEU Position Type Full-Time/Regular


Muenchen Germany

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