Service Area Manager

Job Summary The Service Area Manager is responsible for delivering exceptional customer service by combining hands-on expertise as an experienced Field Service Engineer (FSE) with effective coordination and leadership of a team of FSEs within the assigned area. This role ensures operational excellence, fosters team collaboration, and upholds the highest standards of service quality to meet and exceed customer expectations. Key Accountabilities Service instruments in assigned areas, track all service requests, communicate with customers as needed, gather technical information, order required tools and parts, and plan efficient travel and schedules. Perform installations and de-installations, ensuring customer and logistical requirements are met. Carry out preventive maintenance as needed. Plan, organize, and assess customer service activities within the designated area. Support FSEs with complex issues and guide them on escalating complaints within the organization. Contribute to improving customer service quality by evaluating processes, setting service metrics, monitoring results, and driving process improvements within the team. Identify opportunities to add value to other business areas like sales, marketing, and product development. Coordinate with local management to oversee customer service activities in the area. Monitor key operational performance indicators (KPIs), including FSE training, parts delivery, service costs and inventory management. Track team performance based on productivity and service level KPIs. Adhere to the company’s Code of Ethics. Networking/Key relationships This role involves working closely with various stakeholders. Effective communication is key, and you'll collaborate with customers and the local commercial team, FSEs, Help Line, Service Specialists and back-office departments among others. Minimum Knowledge & Experience required for the position: Bachelor’s degree or equivalent technical qualifications in electrical/mechanical engineering or physical sciences. 5 years of work and hands-on experience in a technical role with competencies as a coordinator or people manager within a service or technical department of high-end Life Sciences or medical capital equipment. Intermediate level of English is essential for both technical communication and corporative interactions Skills & Capabilities: The ideal candidate for this position will exhibit the following skills and competencies: Extensive experience as a Field Service Engineer, working with electronics, mechanics, pneumatics, and IT. Strong focus on customer service support. Excellent client-facing and communication skills. Hands-on approach with a positive, proactive, organized, and strategic mindset. Strong people management skills. Ability to empower employees to collaborate internally and externally, while working independently and making decisions in a positive environment. Results and goals-driven. Strong analytical and IT skills. Travel requirements: Up to 50% of time. People Manager Core Competencies: Building Talent Planning and supporting the development of individuals’ knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively. Customer Focus Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value. Decision Making Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences. Driving for Results Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement. Driving Innovation Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external); encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions. Emotional Intelligence Essentials Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results. People Manager Accountabilities: Effectively carries out the expectations of Werfen People Managers as defined in Werfen’s Role of the Manager program. Among others this includes maintaining regular, at minimum once a month, and transparent communication with the team through effective use of formal one-on-one meetings with direct reports and team meets. Managing performance issues and conflict proactively; uses judgement in consulting with department leadership and Human Resources. Responsibility for the team´s compliance in terms of training, and fulfilment of their tasks and objectives as well as onboarding of new employees and development of the existing team.

Location: es, ES

Posted Date: 2/5/2025