Regional Service Manager

Our client, a medical device company, develops cutting edge devices in the area of oncology. They are seeking a Regional Service Manager to join their offices based in the region of Bavaria, Germany. This is a permanent position.

Role Responsibilities:

• Coordinating the delivery of support for the company units and managing the service needs at customer sites as the primary level of customer site accountability.
• Working closely with the Site Planner, Installation Manager, Science Group, Manufacturing, Applications Training personnel, Sales & Marketing and HR, to implement a detailed service strategy plan coordinating service and support activities and requirements.

Field Support Management:

• Promoting customer satisfaction through the timely response to customer calls, clear and effective communications, professional appearance, and supervising efficient repair/maintenance activities.
• Directly manage Senior Field Service Engineers and Field Service Engineers, including setting performance goals, administering performance reviews, and daily supervision of work activities.
• Management of field support group schedule and work priorities to ensure that urgent customer requirements are addressed appropriately, and customer satisfaction is optimized.

Product Development

• Support project team activities, with attendance at team meetings, representation of Field Support requirements, and provision of documentation as required.
• Provides feedback through the Customer Support group for service-related product improvements that could improve Mean Time To Access (MTTA) and Mean Time To Repair (MTTR), or improvements in Mean Time Between Failures (MTBF).
• Assist in the development, documentation, and testing of service tools and design updates to the product.
• Works effectively in the communication of Customer Support requirements to other managers, engineers, scientists, subcontractors, and consultants.

SAFETY

• Ensure Field Support personnel are trained in Company Safety and Quality requirements, and these requirements are consistently observed.
• Ensure safety and quality requirements are pro-actively addressed and implemented in marketing and customer requirements.
• Address and report in a timely fashion safety and quality issues raised by customers or staff.
• Support the company's Safety and Health Program by following procedures and mentoring other employees.

Education, Skills and Experience:

• Bachelor's degree in engineering or physics.
• At least 3 years of field support, engineering or manufacturing experience with high technology electrical/electronic products. Prior work experience with a Medical Device manufacturer would be a plus.
• Three to five years of management/leadership experience within the high technology service industry. Other qualifications with significant related work experience may also be considered.
• Local native speaker as well as fluency in English required. Knowledge of another European language is a plus.
• An ability to travel up to 60% of the time is required

To Apply:

Please click on the Apply button. Please include a short note outlining why you are interested in the role and why you think you are suitable.

In case you have difficulty in applying or if you have any questions, please contact Harry Williams at h.williams@Proclinical.com or upload your CV on our website - www.Proclinical.com.

A full job description is available on request.

Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies.

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