Regional Service Delivery Leader Nordics & Benelux #Remote

PerkinElmeris opening a recruitment process for Regional Service Delivery Leader Nordics & Benelux

GOAL

To lead a service department with the objective to translate the PerkinElmer global commercial and strategic developments into a service strategy, achieving target/profitable growth and strengthening of the market position.

Place within the organization

Reports to: Managing Director, Nordics & Benelux

Manages: Managers, Team Leader, Group Leader

Summary job activities

You are responsible for the development and expansion of the service customer base in your region.

You are also responsible for the direction, supervision and turnover of service engineers within this region.

You will liaise with service management, customer care, service sales and OTR team.

You will pursue the optimizing of customer service and the development of further and new service offerings from this joint cooperation.

You ensure to be in line with the customer’s requirements and in accordance with agreements defined in the maintenance service contracts.

You will provide service forecasts.

Result areas

Translating strategic management

• Responsible for keeping the market and product knowledge up-to-date. Developing and forming a vision in the field of service development and service product positioning within the region. Translating this vision and the strategic PerkinElmer Company service policy into a tactical / operational service policy.

• Responsible for the implementation and realization of the service policy and service targets.

• Responsible for the service contract proposals and follow up with Customer care and sales team.

• Providing an active contribution to sales / service meetings.

Result: The development and implementation of the marketing policy and the achievement of the annually set operating results and service targets.

Leadership

• Responsible for overseeing and facilitating the efficient execution of service processes in accordance with the agreed procedures and administrative processing (Visit Installation, Repair Visit, Selling Services and Planned Visit Service).

• Responsible for the coaching, encouraging and furthering the development of service employees to reach their full potential to be ready for the customer, changes in the market and changes in products.

• Responsible for conducting interviews (MyWorkDay) with service employees.

• Responsible for organizing and coordinating activities within the department including the compliance of the maintenance contracts and the monitoring of progress and achievements.

Result: The optimum performance of the department and its employees to achieve the agreed objectives.

Tactical

• Ensuring that staff is responsible and working within the health, safety and environmental standards when executing their duties.

• Ensuring thorough and efficient planning within the service team.
  Results: The improvement of services and improving the results in favor of customer satisfaction/NPS.

Competencies

The most important core competencies for this position are:

• Teamwork

• Commitment to customers

• Focused on results

• Ethics & Integrity

The description of the core competencies are fixed in the LEAD.

Knowledge and skills

• Proven management skills as people manager, coach and motivator.

• Proven experience with aftermarket development and delivery.

• Proven experience with process improvement methodologies and quality.

• Knowledge of quality systems and standards.

• Excellent commercial and communication skills.

• Language: fluent English both written and spoken / Dutch or Swedish are nice to have