Team Leader Service Italy

5 mesi fa

Torino di Sangro, Italia Revvity A tempo pieno

**Role**:
Responsible for the provision of high-quality service support to customers in Italy by leading the day-to-day activities of team of around 10 service engineers.

**Main responsibilities**:

- Ensure the delivery of best-in-class customer support (service level delivery, preventive maintenance, product solutions, customer and sales organization relationship, laboratory services and parts inventories) through effective resource planning and deployment and field administration. Responsible for leading field service engineers across Italy to ensure best in class customer experience
- Champion a thorough understanding of customers, their businesses and the processes and instruments used in meeting their business goals
- Set objectives for service engineers, carrying out regular reviews, coaching staff and ensuring that adequate training and development is provided
- Drive talent development through active support
- Develop and maintain ongoing communication with Service leader and peers to understand and manage resource availability/limitations
- Partner actively with direct manager and other service delivery leaders to ensure that resources are deployed consistently with defined obligations with customers
- Build relationships with customers with the goal of understanding their business needs and laboratory processes in order to position PerkinElmer’s laboratory services products to meet those needs. Report to Service Sales Specialists opportunities to expand relationships and growth service revenue by building a stronger presence in key regional accounts, expanding service contract base and providing best-in-class service and support.
- Monitor field service work and vacation planniing, ensure that internal processes are followed
- Reports competitors and trends central to the growth strategy for the service business
- Responsible of customer satisfaction and ensures Revvity's contractual obligations are fulfilled. Work closely with Customer Care to provide excellent service support to customers
- Ensure that customer service engineers submit documentation correctly completed and on time
- Act as customer contact point for complaint management, service offers, contracts, instrument upgrades
- Communicates regularly all customer leads, concerns and situations to local sales staff and ensures that regional engineers also communicate with sales staff on a frequent basis
- KPI Operations; drive the team to operational excellence
- Engage on sales strategy of consumables, trainings, OQ and other additional billable services

**Your profile**:

- Minimum 6 to 10 years successful field service experience: repairs, on-site maintenance, validation and installation of laboratory instruments and their accessories etc.
- Bachelor’s degree or equivalent in biology, chemistry, physics, electronics or equivalent
- Previous successful experience in a supervisory / team leader role with team building skills
- Proven interpersonal, team, strategic thinking and analytical skills
- Understanding of Revvity business and Service offerings, a plus
- Assertive personality with a strong bias for action, results orientated, innovative, tackling tough problems with firm deadlines
- Fluent in Italian, wirth a very good knowledge of English reading, writing and presentation skills
- Sales acumen, hands on, can-do mindset
- Knowledge of laboratory safety practices e.g. GxP, GMP
- Proficient in Excel, Word, Notes. Ability to interpret business reports (P/L)
- Valid driver's license with willingneto travel for work

**What We Offer**:

- Work in a hi-tech, innovative, team oriented, energetic and scientific environment
- Career development opportunities in multiple business areas
- Attractive compensation and performance bonus
- Recognition and referral awards

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