Service Operations Director

3 days ago

Bedford, Bedford, United Kingdom Werfen Full time
Job Description

Overview

Werfen, a global leader in diagnostic instruments and solutions, is seeking a highly skilled Service Operations Manager to join our team. As a key member of our North America Service and Support organization, you will be responsible for providing leadership and strategic direction to drive business growth and customer satisfaction.

Key Responsibilities

  • Develop and implement policies and procedures for the North America Service and Support Organization
  • Create and utilize service support metrics to assess personnel requirements, customer satisfaction levels, and monitor and evaluate the performance of the North America service organization
  • Coordinate with internal support departments, including North America Commercial Operations, Client Services, IT, Strategic Business Unit, RA/QA, Manufacturing, and Finance to develop and implement cross-department processes required to improve North America Service Operations to maximize service efficiency, increase service revenue, and control operating costs
  • Assist Field Managers to resolve complex service operation and business problems by making solid decisions collaborating with the field service management and internal support staff. Develop and implement a plan of action based on the above
  • Other duties as assigned

Secondary Responsibilities

  • Develop and implement with finance the cycle count process to ensure accurate inventory
  • Work with Service Leadership and Finance to prepare annual service operational budget
  • Reports to senior management the performance/statistics for the North America service and support organization

Requirements

  • Bachelor's degree in Business or Science (Chemistry, Biology, Biochemistry) or Engineering and or equivalent experience
  • Seven years in a sales, service/support or managerial capacity
  • Project management experience is desirable
  • A solid understanding of business systems, computer hardware and software
  • Language: Specific to country and role's needs

International Mobility

  • Required: Yes

Travel Requirements

  • Up to 50% of time

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