Regional Service Manager is responsible for building and maintaining strong customer relationships directed toward growing PerkinElmer's market share, revenue and profitability consistent with strategic business goals. This is accomplished through leadership in coverage design and implementation, business development and effectively developing and deploying service talent and performance.
Responsibilities
Monitor and continuously improve the team lead by group leaders, monitoring team performance and utilization metrics; Upgrade and leverage talent by identifying critical skills and competencies, developing or redeploying resources as needed; Oversee staffing decisions to ensure hiring and deploying talent consistent with total customer value strategies; Create a pipeline of 'Ready Now' individuals for leadership roles, using LEAD for goal-setting, results measurement, and talent development; Report relevant competitive market information to Service Leader; Guide and develop group leaders to gain service revenue and customer focus in their regions; Work with the Academy Leader to ensure team members' skills grow to meet customer and install base demand; Promote teamwork within the service and sales organization; Actively sell services, service contracts, service products and support contracts within the region; Investigate customer dissatisfaction within the specified region; Ensure Customer Service Engineers submit correctly completed documentation within agreed timescales; Communicate customer leads, concerns and situations to local sales staff; Responsible for service receivables, negotiating with customers as required; Identify problems, provide recommendations, and implement programs to improve department and company efficiency; Ensure adherence to escalation policies and timelines; Ensure regional inventory is properly maintained
Requirements
Any graduate/post graduate preferably Science; 10+ Yrs in a Customer Support Environment; Background in Electronics preferably gained in a high technology service environment; Leadership competency: provides inspirational leadership, strong communication/presentation skills, attracts/develops/retains high potential/performing teams; Market Focus competency: deep market knowledge, early identification of market trends, identifies PKI solutions for customer needs, well connected to thought leaders; Business Planning competency: effectively deploys resources to grow, lead/deploy key business processes (i.e. SGS, AOP, LEAD, MOR, QOR, etc.), provides accurate business forecasts, negotiate complex Service contracts
Nice to have
Focused on achieving results; Provides team members with the help, coaching and support; Creates a shared sense of purpose that inspires others to make their best contributions; Creates effective customer relationships; Ability to demonstrate thought leadership by using expertise to address customer issues; Ability to communicate in a professional manner with customers on all levels, providing service information, technical data and general help as necessary; A strong customer focus with the ability to effectively communicate between customers and service engineers
Indie · Kolkata
