Service Team Lead
Salary: £60k - £65k + Bonus + Vehicle + Benefits
Location: 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.