Regional Service Manager - East Region

Regional Service Manager - East Region

Job LocationsUS-MA-Billerica US-MDID2024-16083Job FunctionService & Support

Overview

As one of the world's leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development.

All our systems and instruments are designed to improve safety of products, accelerate time-to-market and support industries in successfully enhancing quality of life.

We've been driving innovation in analytical instrumentation for 60 years now. Today, worldwide more than 8,500 employees are working on this permanent challenge, at over 70 locations on all continents.

Bruker Daltonics is currently seeking a Regional Service Manager for immediate employment in the east region, United States.

This position is responsible for managing the Field Service Engineer team within a specified regional territory, with responsibilities encompassing the team's overall direction and evaluation.

Core competencies for this position include a strong Business acumen, leadership experience and ability to think critically.

Responsibilities

Lead a team of Field Service Engineers in the region, including recruitment, hiring, mentoring, performance, and expense management.

• Planning, directing, and assigning tasks to Field Service Engineers based on regional requirements.
• Managing repair visits in conjunction with the PM Planner / Coordinator and National Operations Manager.
• Managing escalations by working directly with technical support or the CAT Team to ensure quick and efficient resolution.
• Fostering a proactive approach to customer support to enhance customer satisfaction and success.
• Partnering with the Regional Sales Management team to drive business growth and improve customer satisfaction and partnering closely with the Pharma / BioPharma team to prioritize service needs appropriately.
• Partnering with Aftermarket Sales Management to expand service contract coverage within the region.
• Managing Salesforce cases, including reviewing, approving, and closing service cases. Ensuring paid service cases are submitted for invoicing and providing installation acceptance reports to the National Operations Manager.
• Monitoring, reporting, and positively influencing Key Performance Indicators (KPIs) with a focus on customer success.
• Allocating resources and planning based on performance achievements (KPIs) to ensure adequate resource allocation and drive future expansion as business needs dictate.

Qualifications

• Bachelor's degree or similar in electronic engineering or chemical engineering.
• Several years of field service experience for high-performance analytical instrumentation in academic and industrial labs based on MS technologies.
• Minimum 7 years of service management experience with an understanding of service processes and procedures.
• Advanced technical expertise on Bruker systems or similar products.
• Excellent communications skills needed to work with a wide variety of knowledge levels with customers of differing backgrounds and markets.
• Excellent organizational skills with the ability to manage multiple priorities.
• Professional communication skills with the ability to communicate with all levels of an organization.
• Ability to understand and navigate business needs within designated territory.
• Must thrive in a team environment with a strong code of personal ethics, leadership, and problem-solving skills.
• Ability and willingness to travel as required.
• Proficiency in Salesforce CRM, including its reporting function.
• Proficiency in Microsoft Office and SFDC.

Bruker Corporation offers a comprehensive and competitive benefits package including medical, dental, 401(k), paid vacation, holidays, and tuition assistance (as applicable).

Bruker is a federal contractor and subject to Executive Order 14042. Under Executive Order 14042, all employees must be fully vaccinated against COVID-19 (with limited exceptions for those employees who are unable to be vaccinated due to a medical condition or a sincerely held religious belief).

You will need to provide proof of vaccination by submitting a copy of your CDC COVID-19 Vaccination Record Card to Bruker, or obtain a religious or medical exemption, as a condition of employment.

Bruker is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

Certain positions at Bruker require compliance with export control laws and as a result, all interviewed candidates for all positions will be screened pre-interview to determine their eligibility in light of export control restrictions.

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