Service Manager

7 days ago

Birmingham UK, West Midlands, United Kingdom Candela Medical Full time

Company Overview:

Candela Corporation is a leading global aesthetic device company with a comprehensive product portfolio and a global distribution footprint. We are the market leader in the development, and distribution of medical and aesthetic laser and light-based technologies. The Company’s technology enables physicians to provide advanced solutions for a broad range of medical-aesthetic application including hair removal, wrinkle reduction, tattoo removal, improving the skin’s appearance through the treatment of benign vascular and pigmented lesions, and the treatment of acne, leg veins and other common indications.


The Company is headquartered in Marlborough, Massachusetts, USA, with an additional R&D facility in Yokneam, Israel and commercial locations across Asia Pacific, and Europe. Products are sold directly in 18 countries worldwide and are supported by capital sales, field service, clinical education, technical support and marketing development organizations. Candela maintains contracted distributors in over 60 other countries.


The Service Manager UK & Ireland manages a team of Field Service Engineers and Service Support administrators to deliver the highest technical standards and quality in the assistance and support we provide to our customers. Candidates should be located in the Greater Birmingham area.


Responsibilities:


Team Management:

  • Manage the Service team covering UK & IRELAND region ensuring adequate service coverage based on the installed based density in all regions. Able to assess and report on staff capabilities and performance, following and abiding by Company policies and processes.
  • Manage a team of FSEs working nationally and Service Support staff based in Birmingham, reviewing their annual performance according to the Global Compensation policy and Rewards cycle.
  • Organize workload of Service Engineers and shifts / on duty weekends for chains support, ensuring optimization of resources / time to repair / travel time.
  • Overview quality improvement in FSE’s work: first-time fix rates, early failures and overall efficiency.
  • Review Field Service team capabilities vs career ladder on an on-going basis to determine new training requirements for professional growth and Continuous Personal Development (CPD)
  • Assist Technical Support engineers where needed on technical issues and system diagnostics.
  • Disseminate all technical support information to and from the field, including Technical Bulletins, Tech Memos, and Upgrade implementation. Reviews and trains his/her team on troubleshooting guides and technical memos.


Client Experience

  • Be the principal point of contact for UK National Accounts on all service matters and for all UK post sales customers as required.
  • Develop and improve the client experience and develop all service team members skills in upholding and increasing the quality of the client experience through all the possible interaction points with the service and support function.
  • Collaborate with UK & IRELAND Sales, Marketing and Clinical teams, to provide effective support for all their initiatives, driving sales for the Company.
  • Ensure all demo systems are ready to provide trainings to customers, in collaboration with Clinical and Marketing teams.


General Management:

  • Responsible for departmental revenue, expenses and budgeting (Service P&L), forecasting revenue and driving initiatives to develop consumables and service plan revenues and achieve agreed budgets.
  • Defining future workforce needs and recruiting staff as required into the region most in need.
  • Interface with other EMEA Service Managers to ensure that product reliability issues are communicated and are being addressed. Secure implementation of corrective actions on all field and customer issues.
  • Gather product reliability data from the field and escalate these to Candela’s Quality team.
  • Fully utilize departmental customer service software: SalesForce and ServiceMax to manage cases, work orders and service plans. Including reporting of KPIS and quarterly metrics.
  • Work with the Service Director to develop processes improvement initiatives and implement these locally.
  • Participate in Quarterly Service Meetings, presenting Service Performance Data for his/her subsidiary
  • Supervise and troubleshoot the invoicing process (order to cash) with customers and service finance administrator, reducing collections issues to a minimum, in collaboration with central Finance team.
  • Forecasting of spare parts demand, in collaboration with Logistics and Supply Chain team.
  • Ensure all test equipment is calibrated and recalibration process is maintained.
  • Manage the Birmingham Office site, including compliance with Health and Safety regulations.


Essential skills:

  • Solid understanding of the service demands of Capital equipment (Medical or Laser Systems is an advantage).
  • Proficiency with gathering technical and customer data.
  • 5+ years of experience in Customer / Technical Support.
  • Strong proficiency in Excel required.
  • Proficiency in ServiceMax / Salesforce.
  • B.S. degree or equivalent 5+ years’ experience level.
  • English language level native / C1 minimum.


This job description is not all inclusive and is intended to capture many of the job functions. Special projects and other tasks may be required by management.

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