Field Service Engineer Manager: Europe - The Netherlands

Europe: The Netherlands Amsterdam, North Holland, Netherlands Sales Full-time
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We are passionate about our mission to develop high performing products to study genomics with unprecedented flexibility and quality that enable researchers to better understand biology for the improvement of global health. We have built a highly efficient product-driven organization where employees can learn, grow and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness. 

Element Biosciences is a multi-disciplinary startup focused on innovating genetic analysis tools for the research and clinical markets. Element’s technology will broaden the end user experience through improved data quality and simplified workflows to benefit discoveries and diagnosis in healthcare.

 ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

The EMEA Field Service Manager will lead/manage Field Service Engineers (FSE) in achieving both short-term and long-term company goals and the placement and development of designated ‘strategically-important’ products, services, and capabilities.

  • Build and establish a well organized and successful Service Department
  • Identify and create service strategies that achieve service objectives and adjust as needed to meet business objectives
  • Analyze trends and key service issues that impact business results—drive resolution
  • Manage overall dispatch activities to maximize efficiency
  • Provide leadership and direction for assigned Field Service Engineers (FSEs) to consistently meet or exceed performance objectives
  • Establish and maintain through specific training and education opportunities a competent workforce dedicated to providing a high level of customer support
  • Foster leadership development within the Field Service team to provide a solid base on which to build a world class service organization that supports sales efforts and targets
  • Create and implement metrics for Field Service organization
  • Track and report Field Service KPI's
  • Train and coach all Field Service Engineers (FSEs) in knowledge and skills required for continuous improvement
  • Make routine field visits with FSE’s and customers as required
  • Analyze utilization and other productivity reports to optimize individual and team performance
  • Liaison between R&D and Field Service Team to ensure product changes are communicated to the team
  • Work closely with R&D to drive service projects
  • Establish and oversee trunk stock strategy and ensure inventory levels for all spare parts and service loaner equipment
  • Oversee logistics to ensure proper replenishment, efficient logistics handling of service parts and consumables
  • Accountable for expenses against budget
  • Responsible for in-field resource utilization
  • Ensure a high level of customer satisfaction is maintained
  • Active in recruiting and retaining talent
  • Acts as customer advocate in resolving field support-related issues

SKILLS AND EXPERIENCE:

  • Strong leadership skills and strategic thinking
  • Knowledges and experience in building and creating a Service Organization, Warehouse and processes from scratch
  • Must have a proven track record in providing high level of on-site customer service and managing a budget (P&L)
  • Broad knowledge and practical experience in project management, personnel development, and leadership
  • Broad knowledge of Field Service practice and principles
  • Must be adept at organizing, analyzing, and manipulating data into cohesive reports and presentations
  • Must be able to present to leadership in a clear and concise manner and articulate ideas in a proper format
  • Background in quality processes, continuous improvement, process efficiencies and service operations preferred
  • English speaking and second language is preferable.

EDUCATION AND EXPERIENCE:

  • Minimal requirement is a Bachelors or Associates degree in life sciences, engineering or business--advanced degree preferred
  • Minimum of 8 years’ experience in a service or support role with at least 3 years of leadership management experience supervising a field service team 
  • Based anywhere in the region.

TRAVEL: 

  • Up to 50% travel required.