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Sr. Manager, Service

Harrisburg, Pennsylvania | Boston, Massachusetts

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Responsibilities

Location Harrisburg, PennsylvaniaUS Job ID JR-023703

Imagine a world where you could detect health issues sooner to treat them more effectively. Where food and water are always safe, even in remote corners of the earth. And where scientific and medical research are enhanced to solve the greatest challenges of our times. At PerkinElmer, we imagine this world every day. Then, we innovate and collaborate to make it happen everywhere.

Our dedicated team of about 14,000 employees worldwide, pioneers scientific technologies for better detection, imaging, and informatics to help our customers work to create healthier families, improve the quality of life, and sustain the well-being and longevity of people globally.

If you are seeking a meaningful, impactful, and stimulating career, look no further.

Responsibilities:

Summary:

The Service Manager ensures the delivery of best-in-class customer support (service, preventive maintenance, product solutions, customer and growth relations, laboratory services and parts inventories) through effective resource planning and deployment, team and business development and field administration. Responsible for managing operational delivery resources within this assigned group to achieve established revenue and profitability goals.

Key Responsibilities:

Team Development: Builds a thorough understanding of customers, their businesses and the processes and instruments used in meeting their business goals and ensure that the team possesses adequate skills and instrument expertise to provide best-in-class service and support. Ensure that all team members are fully developed in skills and abilities required to serve customers in their areas. In addition to technical and soft skills development, work with team to develop business skills towards increasing account penetration and overall profitability of our service and support. Drive talent development, overall business performance & succession planning through active support and deployment of the LOR process. Address disciplinary and/or performance problems when necessary in accordance to company policy.

Resource Planning and Deployment: Effectively deploys assigned team to meet customer demand in region. Develop and maintain ongoing communication and a strong working relationship with peers to understand and manage resource availability/limitations. Ensure adequate planning and coordination of coverage to meet customer needs. Interpret warranty and service agreements and ensure that resources are deployed consistently with defined obligations. Provide oversight and management of account metric performance, with a strong focus on continuous improvement. Work closely with the account EHS & Quality teams, to ensure delivery against regulatory and statutory requirements. Support the EHS & Quality team to ensure account standards and SOP’s are effectively embedded and deployed with the operational teams.

Customer Support: Act as the Point of Contact for Site Leadership in US/PA. Build relationships with customers with the goal of understanding their business needs and laboratory processes to position PerkinElmer’s laboratory services products to meet those needs. Accountable for program governance requirements as agreed to with customer. Accountable for client budget management for US/PA, support the PerkinElmer account financial plan. Seek opportunities to expand relationships and grow service revenue by building a stronger presence in responsible sites, expanding service contract base, and providing best-in-class service and support. Identify opportunities to deploy innovations to appropriately meet customer needs. Work with the Account GM, PM and Customer Success Manager to expand penetration of key laboratory services products and follow up with customers as required.

Basic Qualifications:

  • Bachelor’s degree or equivalent combination of education and experience
  • Six plus years of related experience in service management

Technical / Skill Requirements

  • Proficient in Excel, Word, Notes. Ability to interpret business reports (P/L).
  • Familiarity with SAP, DIVER, Business Objects
  • Strategic hiring / interviewing skills
  • Account and/or field team management needed
  • Experience in managing Profit and Loss on regional accounts
  • Other Requirements
  • Ability and willingness to travel as necessary, as this role will be part on site and part remote working where applicable
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PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.

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