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Service Group Leader

4 mesi fa

Milano, Italia PerkinElmer A tempo pieno

**Purpose**

The Service Leader will be in charge of delivering first class quality service, building and maintaining strong customer/channel relationships directed toward growth of PerkinElmer’s market shares, revenues and profitability consistent with strategic business goals in Service and Sales and Services business unit. This will be accomplished through leadership, change management, effective deployment of resources, acquisition of talent and execution of business strategy.

**Key Responsibilities**

**Business Development**:Manage and drive profitable business growth for designated service territory. Develop three-year territory business plan that links to overall business plan. Identify key market/customer opportunities for growth and develop key metrics and action plans to grow deeper customer relationships. Integrate service initiatives with resource deployment. Develop strategies, budgets and accurate forecasts to execute business plans and deliver on commitments. Effectively manage headcount and other budgeted expense/revenue plans. Contribute to support finances department for the forecast, and cash collection process. Coordinate with Sales counterpart to drive strategic business solutions for our customers.

**Sales & Service **Coordination**: Foster an atmosphere of sales and service teamwork and coordination. Work with Sales leadership to initiate timely solutions for customer issues and innovate product and service solutions for customers.

**Customer relationship management**: Strive to set the example for importance of strengthening the relationships and partnerships with customers. Be responsible for the customer satisfaction for all aftermarket interactions with customers. Invest significant time in direct meeting with customers, assessing customer’s level of satisfaction and assessing customer value drivers which can then be translated to service and product offerings.

**Service Team Development**: Continue to upgrade and leverage talent by identifying critical skills and competencies necessary to provide best-in-class customer support. Develop, cross train or redeploy resources as needed to meet business commitments and reinforce PerkinElmer value proposition in the marketplace. Oversee all staffing decisions to ensure that we are hiring and deploying talent consistent with total customer value strategies. Leverage the Performance Management process to develop and utilize operational performance measures to ensure most efficient deployment of team resources with a relentless focus on process improvement. Recognize and reward individuals who demonstrate exceptional performance.

**Succession Planning**: Create a pipeline of talented and knowledgeable individuals, through leadership, that are “Ready Now” to step into leadership roles within the organization. Utilize Succession planning as a core process for driving performance through ongoing goal-setting, results measurement, individual and team development and talent identification and deployment.

**Represent field and customer**: Represent the Service Organization and customer’s views to the business units and the global service and sales support organization.

**Education Requirements**
- Bachelor’s degree in business administration or equivalent combination of education and experience.

**Minimum Work Experience**
- 10 + years of related experience in field sales and/or service management.

**Technical / Skill Requirements**
- Proficient in Excel, Word, Notes. Ability to interpret business reports (P/L).
- Familiarity with SAP, DIVER, Business Objects.
- Finance and business acumen.
- English - fluent
- Strategic hiring / interviewing skills.
- Presentation Skills.
- Background and evidence in use of process improvement tools such as Six Sigma.

**Other Requirements**
- Ability and willingness to travel of up to 50% as necessary relative to geography of region.