Service Manager
Milestone Inc. - Shelton, CT
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Service Manager: Shelton, CTAbout Milestone:Milestones innovative solutions have been developed for laboratories around the world performing sample preparation, with the aim of helping them, by offering an integrated solution able to render their activity easier, faster and safer. With over 50 patents and 20,000 systems globally we are a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.About the Role:Milestone, a leading provider of analytical instrument systems, is seeking a highly capable and experienced Service Manager to join our team. In this role you will be responsible for overseeing the efficient and effective operation of our field service team, ensuring exceptional customer service, and driving the success of our service department. We are looking for someone who will embody Milestone's client centric DNA; where they are always willing able to find an answer for the customer. The ideal candidate will have a background in electronics or electro-mechanical engineering and a strong understanding of analytical instrument systems.Responsibilities:Lead by example of Exceptional Customer ServiceEmbody Milestone's client centric DNA - "the client comes first!"Ensure Service Coordinator is responding to clients same day/next morningCases are being elevated to the right internal team member for response when neededWork with Product team on any application related questionsAddress any concerns or issues and ensuring a high level of customer satisfactionManage and lead the Field Service team to ensure the timely and successful completion of work orders, preventative maintenance, and drive post-sales milesCARE revenueMonitor and analyze key performance indicators (KPIs) for the field service team and implement strategies to improve performance and customer satisfactionManage field van inventory, expenses, and scheduling to maximize productivity and minimize downtime and expenses to companyOptimize processes and procedures already in placeContinue to develop and implement SOP's to enhance the efficiency and effectiveness of the service departmentFoster a culture of continuous improvement and professional development within the service departmentStay up-to-date with industry trends and advancements in analytical instrument systems to provide expert guidance and support to the teamCollaborate with internal teams, such as operations, sales and customer support, to ensure seamless coordination and communicationRequirements:Bachelor's Degree in Electromechanical, or other related fieldMinimum of 5 years of experience in a service management role within the analytical instrument or life science industry Strong technical knowledge and understanding of analytical instrument systems, preferably in the sample preparation spaceExceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholdersProven track record of successfully managing and leading a field service teamExcellent problem-solving and decision-making skills, with the ability to quickly assess and resolve complex issuesStrong organizational and time management skills, with the ability to prioritize and multitask in a fast-paced environmentProficiency in using service management software and tools (Salesforce and ServiceMax or similar platforms preferred)Willingness to travel as needed to support field team
Created: 2024-09-16