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Field Service Team Leader- UK North

Location: Manchester
Company: Danaher Corporation
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The position holder is responsible for supervising the Field Service Engineers in the Northern UKI territory in addition to their technical field work as an engineer. The workload will be split in accordance to daily priorities, with the main aspects of the role being:
People Leadership
- Lead, develop, support ongoing development and engagement of the team for 'Best Team Wins'
- Supporting strong culture of Compliance by leading through example
- Ensure ongoing training of service team in line with skill matrix
- Lead associate engagement activities
Commercial drive
- Drive the LBS local service business for the assigned territory
- Partner with the respective Commercial Leader for all service related activities
Daily operations
- Coordinating all daily LBS Service activities, including job assignments to engineers
- Applying QDIP, Daily Management and implementing counter measures where needed with direct reports to maintain a high level of customer satisfaction in region
- Conducts service, repair and/or installation of products or IT solutions at customer site, including electrical and mechanical testing, in accordance with maintenance contracts.
- Diagnoses system failures and determines most cost-effective solution.
- Escalates complex issues to greater level of technical support or quality reporting system.
- Responds to customer support calls within an assigned territory.
Career Progression
It is expected that the successful candidate will have the ability to progress into other roles (i.e. Regional Manager, Director) within Leica Biosystems or other Danaher operating companies within the next 3-5 years.
Key Responsibilities
- People Management
Build and develop the team to increase goal achievement, process efficiency, customer and associate satisfaction . Establish clear goals, setup effective communication systems and encourage collaboration within the team. Support and develop the team with routine 1:1's, Development for Growth (D4G) discussions and Performance for Growth (P4G) reviews.
- Technical Field Service Activities
Visit customers, oversee, support and mentor Field Service Engineers for daily activities, preventive maintenance, repairs, fault analysis, phone support and upgrades in order toto ach ieve first class customer care
- Service Revenues
Achieve revenue utilization targets, as well as all the others KPI's set up annually. Develop new ways to leverage service organization for growth opportunities
- DBS/Processes
Ensure relevant DBS tools are used to drive process improvements, using KPIs and target setting. Ensure the correct use of Salesforce, Implement robust Daily Management through QDIP. Routinely apply Problem Solving Processes to implement root cause and counter measures when needed. Participate to Kaizen events where requested.
- General
Support UKI and EMEA Management on demand for ad-hoc projects, as well as being supportive toward colleagues toward colleagues of other Departments
Team Leadership, ability to create and drive effective team working
Commercial drive and knowledge to run service as a business - in a context of growth/profit
Ability to prioritize own work and work unsupervised
Understanding of service KPIs (first time repair, T-NPS, Time and material) and P&L impact
Works with integrity and understands compliance requirements
Requirements
- Team Leadership, ability to create and drive effective team working
- Proven track record within a high performing service structure in the health care industry
- Commercial drive and knowledge to run service as a business - in a context of growth/profit
- Ability to prioritize own work and work unsupervised
- Understanding of service KPIs (first time repair, T-NPS, Time and material)
- Works with integrity and understands compliance requirements
- Supervisory skills (recruiting, managing performance, managing feedback)
- Ability and willingness to travel
- Quality: proven ability to drive customer satisfaction
- Familiarity with standard IT Tools (Windows, MS Office, SAP)
- Fluency in English, excellent communication skills
- Understanding of importance of standardized processes
- Technical Product Knowledge
When you join us, you'll also be joining Danaher's global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you'll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you've ever wondered what's within you, there's no better time to find out.
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