Regional Service Manager - Central

About the Role

Key Responsibilities

• Lead a team of Field Service Engineers in the region, including recruitment, hiring, mentoring, performance, and expense management.
• Plan, direct, and assign tasks to Field Service Engineers based on regional requirements.
• Manage repair visits in conjunction with the PM Planner/Coordinator and National Operations Manager.
• Handle escalations by working directly with technical support or the CAT Team to ensure quick and efficient resolution.
• Foster a proactive approach to customer support to enhance customer satisfaction and success.
• Partner with the Regional Sales Management team to drive business growth and improve customer satisfaction.
• Collaborate closely with the Pharma/BioPharma team to prioritize service needs.
• Work with Aftermarket Sales Management to expand service contract coverage within the region.
• Manage Salesforce cases, including reviewing, approving, and closing service cases.
• Ensure paid service cases are submitted for invoicing and provide installation acceptance reports to the National Operations Manager.
• Monitor, report, and positively influence Key Performance Indicators (KPIs) with a focus on customer success.
• Allocate resources and plan based on performance achievements to ensure adequate resource allocation and support future expansion.

Requirements

• 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 communication skills to work with a variety of knowledge levels and customer backgrounds.
• Excellent organizational skills with the ability to manage multiple priorities.
• Professional communication skills to interact with all organizational levels.
• Ability to understand and navigate business needs within the designated territory.
• Willingness and ability to travel as required.
• Proficiency in Salesforce CRM, including reporting functions.
• Proficiency in Microsoft Office and SFDC.

Nice to Have

• Experience with high-performance analytical instrumentation in both academic and industrial settings.
• Leadership experience in a service management role.
• Strong business acumen and critical thinking skills.

Qualifications

• Bachelor's degree or equivalent in electronic or chemical engineering.
• Several years of relevant field service experience.
• At least 7 years of service management experience.

Benefits & Perks

• Base salary range between $103,000 and $164,000 with potential for growth.
• Performance-related incentive opportunities.
• Comprehensive benefits including 401(k) with company match, employee stock purchase plan, medical and dental plans, life insurance, short-term and long-term disability insurance, employee assistance program, and paid time off including vacation, sick leave, and holidays.