Service Team Leader

Woodrow Mercer

  • Theale, Berkshire
  • £70,000 per year
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Service Team LeadSalary: £60k - £70k + Bonus + Vehicle + BenefitsLocation: Berkshire (Remote Hybrid)nGenium is currently seeking a dynamic and experienced Service Team Lead for our client a leading Life Sciences OEM. As a Service Team Lead, you will play a crucial role in overseeing and coordinating service delivery activities within the UK, both directly and indirectly through the coordination of your team. This is a field-based role with a focus on ensuring customer satisfaction, service quality, productivity, and profitability.Key Responsibilities:
  • Coordinate and supervise Preventative Maintenance activities to ensure timely completion.
  • Attain service metrics and operational goals set by the service department.
  • Uphold and enhance customer satisfaction, service quality, productivity, and profitability.
  • Offer optimal service support for instruments and customers, taking into account economic factors and contractual obligations.
  • Arrange instrument installations, maintenance, troubleshooting, repairs, and other service support tasks as needed.
  • Resolve customer issues to maximize instrument availability and functionality.
  • Support sustainable and ethical business growth initiatives.
  • Manage and optimize personal stock levels of staff.
  • Ensure timely completion of all reporting duties, including compiling statistics and presentations.
  • Strategically plan resources and monitor employee productivity.
  • Coach employees to comprehend and adhere to service processes and protocols.
  • Escalate issues regarding customer complaints surpassing deadlines and critical incidents.
  • Collaborate with Service Management and other departments.
  • Execute, delegate, and oversee service orders according to established criteria and priorities.
  • Support sales representatives and their sales endeavours.
  • Generate and back quotations for various service activities and contribute to sales proposals.
  • Implement strategies to address customer dissatisfaction concerns.
  • Conduct visits to key customers to nurture strong partnerships.
  • Provide support for quality assurance-related tasks.
  • Undertake additional responsibilities in other geographical areas as assigned.
  • Address challenging service situations and customer grievances through appropriate escalation channels.
  • Ensure adherence to company values, code of conduct, and business processes.
  • Manage correspondence and perform other administrative duties associated with the role.
A Suitable Service Team Lead would need:
  • Extensive experience as an engineer/manager in the medical devices or life sciences industry.
  • Good educational background in engineering or science.
  • Full UK right to work.
  • Excellent communication and people management skills.
If this Service Team Lead opportunity is of interest, or for any laboratory and scientific instrumentation recruitment, please contact Nathan Read.

LogicMelon