This job was posted by https://www.azjobconnection.gov : For more
information, please see: https://www.azjobconnection.gov/jobs/6444909 Do
you want to step into a high-tech world with a strong focus on
innovation? Do you want to be a real business partner for our customers
by offering value-added propositions? Are you looking for a position in
which you can fully exploit your service skills? Do you want to do this
in an international, global, but personal environment? Then this might
be your chance to become a part of our innovative and enthusiastic
customer support team.
This is a leadership role to assist the regional service managers in
driving all support initiatives throughout the region. The Area
Supervisor will drive for positive customer relationships and
collaborate with colleagues to provide excellent customer service.
Responsible for leading and being part of the regional team with on-site
installations / commissioning, routine maintenance, repair,
verification, and calibration of Malvern Panalytical\'s product lines in
the US.
Job Responsibilities
- Coaches and mentors team members to foster growth in knowledge and
customer focus.
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- Direct Manager of customer service engineers (8-10) within their
region and sphere of influence to manage performance and carry out
performance reviews, 1-1 meetings and other formal meetings when
appropriate.
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- Manage team to facilitate accurate diagnosis and solution of
customer instrument problems.
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- Responsible for meeting customer expectations for Malvern
Panalytical Instruments\' service.
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- Works closely with commercial sales and after sales teams to drive
and cultivate opportunities to promote Malvern Panalytical products
and services.
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- Performs back-up duties in place of the regional service manager
when the need exists; will represent the region in various
committee\'s and meetings when necessary.
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- Follows and promotes Malvern Panalytical\'s/Customers\' laboratory
and safety practices. Guides direct team members to stay current on
all safety and training requirements.
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- Manages direct administrative management for direct team and assists
regional manager within region for tasks such as the following:
track and manage team\'s company owned assets; tracking spare parts
stock/kits within region, monitors and signs off on regional expense
reports and submitted work orders.
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- Assist Regional Managers in optimizing resources within region to
balance with customer demand fluctuation and centralized dispatch
requests.
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- Identifies training requirements for the team as and when required;
assists regional team in monitoring cross training activities to
support proper documentation and utilization of newly trained
skillset(s).
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- Is key part of future recruitment for the team; personal mentor,
coach and guide for all new hires to make their entry into
organization and part of new team welcome
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- Drives team to adhere to proper procedures / protocols within the
systems we use to drive our business; takes part in audits to
reinforce.
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- Works with Service Managers and director to control / monitor all
team activities to achieve budgets.
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- Manages Escalations in the region ensuring the customer is kept up
to date with the latest information
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- Reports Quality and H&S issues ensuring guidelines are followed and
be part of the process for instigating and implementing changes.
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- Monitoring and helping to grow customer satisfaction using standard
KPI\'s.
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- Drives the region to achieve grow targets for systems and After
Market opportunities.
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- Work with installation manager to insure all equipment installations
are in proper alignment with expected close dates and all required
pre-installation prerequisites.
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- Represent the Regional Service Team as the driver for certain key
KPIs or program initiatives.
When you join?
Your career will take off with a comprehensive induction program. We
then continue to support and develop our employees by improving their
skills, knowledge and performance by in-house, on-the-job training, and
external training.
We value entrepreneurship and commitment by offering real career
possibilities.
You become part of a growing company where you can shape the future of
our work processes.
We offer a competitive compensation plan. Our benefit offerings include
Medical, Dental, Vision, 401(k) with a company match, Life and
Disability plans.
We also offer Tuition Reimbursement and a Wellness program.
Vacation, Sick, Personal and Paid Holidays.
We are Malvern Panalytical. We are BIG on Small.