Global Customer Service & Support Manager – Instrumentation – Service – Ref.: JVM120819H3
Our client is a highly successful business with a track record building equipment that is making biology and chemistry labs safer and more effective.
This is a UK based role. The Global Customer Service & Support Manager, is responsible for the daily management and delivery of the external customer experience, so as to drive customer satisfaction in line with our strategy of providing “Service Excellence”, the impact of which is to ultimately drive the organization to achieve the annual operating plan (circa £1 m) and business growth targets (circa >10%) year on year. The role holder will manage the day to day activities of both country local field management team and after-sales staff. Achievement of goals is via balancing the focus of activity between the daily “operational” tasks and that of exceptionally strong people development especially of the Field Service Engineers. In this position the individual will report directly to the CEO, but will be expected to function within a matrix structured environment with the equipment sales team. Success of the position will be measured by the financial performance of the service business, coupled with a series of KPI’s and an external customer Net Promoter Score.
The role requires experience in interfacing with both internal team members and external customers as part of a solution-based service process and will ideally have experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment. The role holder will be adept at troubleshooting and responding to customer concerns and have familiarity with Inquiry to order (ITO) and Order to remittance (OTR) processes.