North American Regional Service Operations Manager

Overview

Bruker is one of the world’s leading analytical instrumentation companies enabling scientist to make breakthrough discoveries and develop new application that improve the quality of human life.  Our high-performance products and high-value life science and diagnostic solutions are trusted by leading businesses, institutes, and scientists worldwide.  Today, more than 9,700 employees at over 90 locations are working on this permanent challenge to make the world a better place.

Bruker Optics has an immediate opening for a Regional Service Operations Manager to oversee administrative management for the CALID Americas Service Team under the management of the Regional Service Manager Americas.

Responsibilities

Drive Strategic Improvement Initiatives:

• Connect with upper management regarding harmonization of business processes across the Bruker divisions on a quarterly basis.
• Implement policy and process changes to drive service revenue and promote positive customer experiences.
• Provide Regional Service Managers with solutions to improve processes and drive customer satisfaction in their respective region of operation.
• Collaborate with service management to drive revenue recognition process improvements including post-quarter improvement initiative.

In-House Repair:

• Implement SFDC into the Repair Center process ensuring accurate and proper status logging for all instrumentation in the facility.
• Oversee Instrument repair scheduling utilizing customer status priority and FIFO methodology.
• Decrease turnaround time for inhouse repairs, and drive aging cases to close.

On-Site Service:

• Connect with Regional Service Managers on a weekly basis to
• Assist with Priority Status Customer scheduling for Preventative Maintenance and unscheduled maintenance scheduling.
• Ensure proper reporting of cost of service and revenue.
• Drive RSM team development within their respective regions and ensure OJT opportunities are capitalized on whenever possible.

Installation Planning and Coordination:

• Empower Regional Service Managers to:
• Connect with customers to coordinate delivery timeline, and on-site requirements for installation (power outlets, weight and dimensions, chemical and solvent needs, etc.) as well any special requirements (lift gate, delivery hours, site security requirements, etc.)
• Coordinate with Field Engineers and with customer local IT to confirm adequate connections for remote support during on-site installation.
• Maintain required paperwork from installation and submit to Finance for revenue recognition and warranty date assignment.
• Coordinate customer training needs with Applications team.
• Establishing a schedule to capture customer feedback following their installation, and document for management.

Escalation Management:

• Attend regular Escalation Factory meetings.
• Actively manage open service case and ensure fast resolution of technical incidents.

SFDC Data Management

• Continue to develop and implement SFDC processes into the service organization.
• Monitor Salesforce for data accuracy, and act as point person for Service Team as needed.
• Report on KPI development.
• Drive aging cases to closure.
• Ensure Service Quality KPIs reflect improving customer satisfaction.

Inventory Management

• Monitor spare part stock and work closely with factory team for in-time replenishment.
• Monitor and report on inventory shortages.Provide feedback to Global Planning for Safety and 3PL Inventory needs.

Qualifications

• BS or similar degree in electronic engineering or chemical engineering, several years of field service experience for high performance analytical instrumentation in academic as well as industrial labs based on MS technologies.
• 5-7 years of service management with understanding of service processes and procedures                             
• Computer Skills:
• Proficient in Salesforce CRM including reporting function
• Working knowledge of PC-networking implementation, Microsoft environment.                                                  
• Certificates, Licenses, Registrations:
• Microsoft Office Proficiency
• SFDC Proficiency
• Fundamental understanding of the underlying principles of modern MS instrumentation
• Excellent organizational skills, ability to manage multiple priorities.
• Professional communication skills with the ability to communicate with all levels of an organization.
• Must thrive in a team environment with a strong code of personal ethics, leadership, and problem-solving skills.
• Advanced technical training on Bruker’s MS products
• Ability and willingness to travel as travel may be required.

At Bruker, the base salary is part of our total compensation. The estimated base salary range for this full-time position is between $106,000.00 and $169,000.00 and provides an opportunity to progress as you grow and develop within a role. The base salary for the role will depend on several job-related factors, including, but not limited to, education, training, experience, the geographic location of the successful candidate, skills, competencies, job-related knowledge, and travel requirements for this position. Full-time employees may also be eligible for a performance-related incentive in addition to a full range of benefits, including 401(k) with company match, an 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 time and holidays, and more.

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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Salary : $106,000 - $169,000