Are you a proactive coach with a passion for service excellence and continuous improvement? We're looking for a Process Optimization & Operations Manager to act as the central connector—the “spider in the web”—across our client’s EMEA service operations.
This is not a technical Field Service role. Instead, you’ll coach, train, and influence Field Service Engineers (FSEs) and in-house/bench engineers to follow best practices, improve efficiency, and drive consistency across the region. The ideal candidate has a strong background in training, coaching, or even sales, with the personality and presence to influence across cultures and organizational levels.
Key Responsibilities
* Process Optimization:
Analyze field performance data (e.g., time spent per task, travel time, etc.) to identify service inefficiencies and implement cross-border improvement projects.
* Stakeholder Collaboration:
Partner with Service Excellence, Technical Training teams, and the US HQ to align on best practices, and share regional insights.
* Influence & Drive Change:
Be a trusted advisor to local supervisors and field engineers. Use storytelling and interpersonal skills to manage resistance and influence behavior change—even without direct authority.
* Benchmarking & Standardization:
Identify performance outliers (e.g., time on device, time on the road) and facilitate peer learning and standardization across regions, including distributor-managed areas.
* Service Strategy Support:
Contribute to strategic service improvement initiatives with a helicopter view of the EMEA landscape.
Profile We’re Looking For
Experience:
* Minimum 5 years in a process improvement, excellence, operations or performance improvement role.
Skills & Mindset:
* Highly proactive, hands-on, and solution-oriented
* Strong communicator with the ability to influence across cultures and departments
* Strategic thinker with the ability to translate data into actionable field training insights
* Fluent in English; additional EMEA languages are a plus
Technical Affinity:
* Interest in technical topics (20–30%), but not required to service equipment
* Comfortable working closely with technical training and engineering teams
Travel Requirement:
* Up to 50% travel across EMEA
Why Join Us?
* Be part of a collaborative and cross-functional service excellence team
* Shape the future of field service training and optimization across EMEA
* Work in a high-impact, visible role with international exposure
* Join a mission-driven company focused on quality and innovation in the healthcare/medtech space