Service Manager

The Service Manager is a key contributor to the company’s customer satisfaction and operational excellence objectives in support of the Market and Customer Development and Innovation of Service Products. This position is responsible for managing the Service Support function for Endress+Hauser Optical Analysis including Raman Spectroscopy and TDLAS. Operating on a global scale, this position engages with sales and service teams on all aspects of pre-sales and after-sales service activities in collaboration with customers.
Roles+Responsibilites 
•    Efficiently leads a team, including technicians and advisors, ensuring alignment with company best practices, plans, and metrics to achieve team objectives and sales goals.
•    Develops a profound understanding of industry standards, best practices, and regulations, ensuring adherence by the service department.
•    Demonstrates extensive knowledge of the company's service portfolio, facilitating its effective implementation in diverse global markets in collaboration with local service departments.
•    Fosters collaboration with the Endress+Hauser Corporate Service Excellence department to enhance local and regional organizations, providing excellence in Level 1, Level 2, and Level 3 services.
•    Delivers exceptional customer service, maintaining relationships with global service organization peers, promptly addressing customer concerns, and ensuring professional resolutions.
•    Manages after-sales technical support via phone, e-mail, and videoconferencing, resolving service function issues and enhancing processes and tools for increased productivity and quality.
•    Conducts regular audits of work and customer service to ensure compliance with standards, safety, effectiveness, and timely completion of repair work.
•    Oversees team members engaged in support, inspections, reports, and repairs, occasionally performing these duties personally to ensure the highest quality.
•    Assists in the Fulfillment process of spare parts, factory repairs, or new analyzer sales, providing service input to close and fulfill purchase orders with quality and reliability.
•    Develops global service training plans for Sales Channels and Customers, creating training and process documentation.
•    Cultivates a collaborative work environment emphasizing lean processes and customer-centric operations throughout the customer chain.
•    Manages Key Performance Indicators (KPI) and Process Performance Indicators (PPI) related to the Global Service function, ensuring accurate measurement and reporting.
•    Oversees projects and project milestones related to the Service department's development and the development of the Endress+Hauser portfolio, ensuring transparency with stakeholders.
•    Takes charge of continual improvement, training, coaching, and development of the Service team across multiple locations.
Qualifications+ Profile
•    Bachelor of Science Degree or equivalent; studies in Chemistry, Chemical Engineering, or other Engineering discipline are advantageous.
•    Minimum of 5 years' proven experience in analytical instrumentation within B2B manufacturing companies, offering engineered products and systems to industrial customers.
•    Minimum of 5 years' Service experience, including field repairs and installation of industrial instrumentation.
•    5+ years of overall professional experience with demonstrated people management skills (teams of 5 people minimum).
•    Proven experience and aptitude with ERP and CRM systems.
•    Excellent written and oral communication and presentation skills.
•    Customer service-oriented approach with the ability to professionally engage with customers.
•    Global service support experience is a strong plus.
•    Must have or be able to obtain a valid passport for international travel.
Benefits+Perks
•    The security of working for an international family-owned company  
•    Competitive compensation and bonus opportunities  
•    Comprehensive benefits package, including medical, dental and vision insurance 
•    Generous paid time off, including company paid holidays 
•    Company paid life insurance and 401(k) with company match 
•    Health Savings Account (HSA) with company match 
•    Tuition reimbursement and a wide range of development opportunities