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Service Director

2 mesi fa

Milano, Lombardia, Italia Revvity A tempo pieno

Job Summary

We are seeking a highly skilled and experienced Service Director to lead our team of service engineers in Italy. As a key member of our Revvity team, you will be responsible for providing high-quality service support to our customers.

Key Responsibilities

  • Service Team Leadership and Deployment
    • Develop and implement strategies to upgrade and leverage talent within the team.
    • Oversee staffing decisions to ensure the team is equipped to meet business commitments.
    • Utilize performance management processes to drive operational efficiency and process improvement.
    • Recognize and reward exceptional performance and create a pipeline of talented individuals for future leadership roles.
  • Technical Expertise
    • Stay up-to-date with technological advancements in instrumentation and related servicing methodologies.
    • Collaborate with product development teams to communicate customer feedback and enhance product reliability and performance.
  • Customer Relationship Management
    • Strengthen relationships and partnerships with customers through direct meetings and assessments.
    • Be responsible for customer satisfaction for all aftermarket interactions.
    • Build and maintain strong relationships with key stakeholders and decision-makers.
    • Act as the primary point of contact for escalated service issues.
  • Sales and 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.
    • Represent the Service Delivery Organization and customer's views to the business units and global service and sales support organization.
  • Business Development
    • Manage and drive profitable business growth for designated service territory.
    • Develop a three-year territory business plan that links to the overall business plan.
    • Identify key market/customer opportunities for growth and develop key metrics and action plans.
    • 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 customers.
  • Compliance and Quality Assurance
    • Ensure compliance with regulatory standards and company policies related to service operations.
    • Uphold service quality standards and identify areas for enhancement.
    • Implement corrective and preventive actions to address any non-conformities and minimize service disruptions.

Requirements

  • Bachelor's degree or equivalent engineering qualification.
  • Proven experience in a leadership role with a focus on service delivery.
  • Strong technical acumen and familiarity with Life Science & Diagnostics instrumentation, together with strong applicable industry knowledge.
  • Exceptional communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
  • Proven track record in leading a team (ideally in Europe) with the ability to inspire and engage in pursuit of delivering against outstanding results.
  • Flexible and creative mindset to thrive in a fast-paced environment and adapt to changing priorities and customer needs.
  • Excellent problem-solving skills and high attention to detail.
  • Strategic agility with the ability to focus on the 'here and now' whilst delivering on the longer-term strategic aims of the business.