Regional Service Manager

The Company

PerkinElmer is a global analytical services and solutions provider with offerings including the leading OneSource Field and Laboratory services business that serve the biopharma, food, environmental, safety and applied end markets to accelerate scientific outcomes. Since 1937, PerkinElmer has served as a trusted partner in laboratory analysis and management and today complements its service offerings with a broad portfolio of atomic spectroscopy, molecular spectroscopy, and chromatography instruments, consumables, and reagents. With a dedicated team of more than 5,000 team members, the Company serves customers in more than 35 countries. Additional information is available at www.perkinelmer.com

Purpose

Regional Service Manager is responsible for building and maintaining strong customer relationships directed toward growing PerkinElmer’s market share, revenue and profitability consistent with strategic business goals. This is accomplished through leadership in coverage design and implementation, business development and effectively developing and deploying service talent and performance.

Responsibilities

• Monitor and continuously improve the team lead by group leaders. Monitors team performance, utilization metrics
• Continue to upgrade and leverage talent by identifying critical skills and competencies necessary to provide best-in-class customer support. Develop or redeploy resources as needed to meet business commitments and reinforce PerkinElmer value proposition in the marketplace. Oversee all staffing decisions to ensure that we are hiring and deploying talent consistent with total customer value strategies. Strengthen team capabilities through ongoing infusion of resources with multi-vendor talent.
• Create a pipeline of talented and knowledgeable individuals, through your leadership, that are “Ready Now” to step into leadership roles within the organization. Utilize LEAD as a core process for driving performance through
• ongoing goal-setting, results measurement, individual and team development and talent identification and deployment.
• Reports to Service Leader any relevant information with regards to the competition in the marketplace.
• Guide and develop the group leaders to gain service revenue and customer focus in their regions.
• Works with the Academy Leader to ensure all team members skills grow to meet customer and install base demand.
• Promote teamwork within the service and sales organization to maximize opportunities for the growth of PerkinElmer
• Actively sells, services, service contracts, service products and support contracts within the region.
• Investigates, within the specified region, customer dissatisfaction and development is provided.
• Ensures that Customer Service Engineers submit documentation correctly completed and within the agreed time scale.
• Communicates regularly all customer leads, concerns and situations to local sales staff and ensures that regional engineers also communicate with sales staff on a frequent basis.
• Responsible for service receivables, negotiating with customers as required.
• Identify problems, provide recommendations, and implement where appropriate, programs to improve the overall efficiency of department and company systems. Ensure adherence to established escalation policies and timelines.
• Ensure regional inventory is properly maintained

Basic Qualifications

Education: Any graduate/post graduate preferably Science

Required work experience: 10+Yrs in a Customer Support Environment.

• Background in Electronics preferably gained in a high technology service environment.

Competency Required:

Leadership

• Provides inspirational leadership
• Strong communication/presentation skills
• Attracts/develops/retains high potential/ performing teams

Market Focus

• Possess deep market knowledge
• Early identification of market trends
• Identifies PKI solutions for customer needs
• Well connected to thought leaders

Business Planning

• Effectively deploys resources to grow
• Lead/deploy key business processes (i.e. SGS, AOP, LEAD, MOR, QOR,
• etc.)
• Provides accurate business forecasts
• Negotiate complex Service contracts

Preferred Characteristics

Focused on achieving results

• Provides team members with the help, coaching and support
• Creates a shared sense of purpose that inspires others to make their best contributions
• Creates effective customer relationships
• Ability to demonstrate thought leadership by using expertise to address customer issues
• Ability to communicate in a professional manner with customers on all levels, providing service information, technical data and general help as necessary.
• A strong customer focus with the ability to effectively communicate between our customers and our service engineers

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.