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Service Manager EMEAI - Crowborough, East Sussex, UK

Job Function
Date Posted
8 February 2019

Job reference: UK046
Job position- Service Manager EMEAI
Job location- Crowborough, East Sussex, UK

Company Profile
Servomex, the world leader in gas analysis is currently recruiting for a Service Manager for the EMEAI region.
Servomex is the leading provider of reliable, accurate and stable gas measurement solutions to industries across the globe.
An acknowledged innovator in gas analysis technologies for more than 60 years, the company's continual leading edge in R&D and manufacturing ensure the delivery of high-performance, cost-effective solutions through a portfolio of dependable products ranging from portable gas analysers to complex process solutions. The company operates at the forefront of the industry and works with leading multi-national companies spanning the hydrocarbon processing, industrial gas, power, semiconductor and healthcare markets. As a truly global organisation, product innovation, excellent levels of customer service and talented people are fundamental to our future success.

Job description
To drive and develop the Field Service and Repair organisation in order to provide differentiating customer support to Servomex customers, agents and distributors within the region. Lead all service repair workshops within the region.

Key Responsibilities will include:
Lead, motivate, and develop the service and repair teams to be a highly customer-focused, differentiating Servomex as a service provider
Manage the Service team to grow profitable service and spares revenues
Forecast departmental revenue and deliver against targets/budgets
Generate and sell service contracts. Actively negotiate agreements, according to Spectris guidelines, to position Servomex as a qualified service provider within the region.
Provide for a training program to support analyser sales, including on and off-site programs for technical and non-technical customer contacts
As part of the global service team you will participate in cross learning and initiative development.
Development and implementation of Channel Partner training and certification program
Maximise efficiency of Service and Repair resources by hiring, training and scheduling for cross-country border services
Ensure that the Service and Repair staff are properly trained on products, systems, applications and other skills as required
Implement and maintain key measures (KPI’s) to monitor service levels and trends. Ensure proper root cause analysis and resolution for identified issues
Management of Service CRM for resolution of product and local process related issues
Work closely with the Business Centre and Sales managers to establish and maintain proper service and repair hand-over procedures
Through development of pre and post field service protocols, ensure that the field service team properly documents activities in Servomex systems and reports to customers
Work closely with other regional Service Managers and the Head of Service Manager to ensure global consistency of work procedures and service levels
Management of 3rd party safety site compliance
Ensure management of rental program is maintained in a profitable fashion, verifying with Sales needs within the marketplace are reflected in the available product mix of rental units
Any other duties and responsibilities as required by the business


Candidate specification

Essential skills and experience:
Track record of successful Service management in a customer facing role within a similar technical manufacturing environment.
Experience managing and developing people, including across country boundaries
Language skills: Fluent verbal and written English is required. Any other languages a plus
Strong commercial background and business acumen
Knowledge of System Integration business
Possess excellent personal organisation and business administration skills
Outstanding written and verbal communication skills including the ability to present to executive decision makers
Possess the ability to work productively, efficiently and effectively with initiative and drive under tight timescales and pressure whilst maintaining attention to detail and quality.
Availability to travel

Desirable skills and experience:
Experience and knowledge of Lean manufacturing techniques. Implementing Lean projects

Servomex offers a comprehensive salary and benefits package commensurate with its status as a world class organisation committed to high performance, customer focus and employee empowerment.