:
• Lead and manage a team of Field Service Engineers (FSEs) to deliver high-quality technical service and support
• Oversee installation, maintenance, repair, and troubleshooting of advanced analytical and scientific instruments
• Drive service business growth by executing service strategies that increase revenue and customer retention
• Ensure excellent customer experiences through strong relationship management and responsive service delivery
• Provide technical leadership, coaching, and performance management to optimize team effectiveness
• Implement effective service solutions and continuous improvement initiatives to enhance efficiency and quality
• Maintain the highest standards of safety, quality, and regulatory compliance
• Collaborate cross-functionally with sales, technical support, and other stakeholders to align service and business objectives
• Monitor service performance metrics and take action to meet or exceed organizational goals
Requirements:
• Advanced Degree plus 6 years of experience, or Bachelor's Degree plus 8 years of experience in technical service experience in analytical instruments, laboratory equipment, or related industry
• Preferred Fields of Study: Engineering, Sciences, Business or related field
• Additional certifications in service management or process improvement methodologies beneficial
• 3-5 years proven people management experience leading field service teams
• Partner with Product management, depot repair and commercial teams to improve customer experience
• Establish clear metrics and operating rhythms to ensure accountability and consistent execution.
• Strong technical aptitude with ability to understand complex instrumentation
• Demonstrated success growing business and achieving revenue targets
• Excellence in customer relationship management and problem resolution
• Proven experience implementing service strategies and operational improvements
• Demonstrated ability to coach, develop and support field service teams across multiple countries
• Strong project management and organizational skills
• Proficiency with CRM (SFDC) systems, Microsoft Office suite and service management tools
• Strong written and verbal communication skills
• Ability to travel up to 25% within assigned territory
• Valid driver's license and clean driving record required
• Fluent English and German required, any additional language is a plus
Skills:
• Customer Focus and Relationship Building.
• Financial and Operational understanding.
• Change Leadership and Transformation Management.
• Talent Development and Empowerment of Field Service engineers.
• Collaboration and Influence in a Matrixed Environment.