Responsibilities

The Company

The “new” PerkinElmer business, a newly independent company as of March 13, 2023, 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

The General Manager EMEA will be accountable for the leadership, commercial strategy, delivery performance, and overall governance for several assigned PerkinElmer OneSource programs within the assigned region. The General Manager will lead, build, and develop a world class team to land new clients within targeted end markets and deliver on the contractual terms of existing programs as well as identify and land new programs. Working collaboratively with other General Managers for other regions, Functional partners and the Portfolio Team, the General Manager will lead and execute initiatives to deliver growth and margin performance expectations as well as customer expectations in alignment with the program documents.

Responsibilities

• Lead the regional team to build a plan to land new clients and develop existing ones.
• Ensure operational performance metrics are met per customer agreements.
• Establish and maintain a strong governance program with the customer based on communication of value delivery and key performance indicators in order to drive continuous improvement efforts
• Responsible and accountable to forecast of revenue and margin
• Deliver financial commitments against annual operating plan (AOP) targets.
• Define and lead execution of account growth and margin expansion actions.
• Partner with Service Operations regarding service parts planning, inventory management processes and managed service activities
• Leverage and align with service delivery and customer care best practices, processes and procedures across account sites and geographies.
• Analyze and effectively articulate customer account data to identify process gaps and work with functions to implement root cause corrective/preventative actions.
• Develop and execute strategy to successfully and consistently implement/on-board new personnel and support expansion of existing program in the most efficient/effective manner.
• Leverage tools and global best practices to support program expansions and existing program including but not limited to: inventory tools, contractual documentation (Master Services Agreement, Statement of Work), Move/Add/Change process. Provide feedback on tools to functional owners regarding new customer requirements.
• Lead partnership with organization to establish communication, governance and reporting schedules in order to measure success against customer expectations and contractual terms.
• Interact with field, customer, and client personnel & visit customer sites to better understand their laboratory goals, challenges and identify opportunities to deliver incremental value, improving business outcomes for our customer. Provide this feedback to Business leadership.
• Drive collaboration across the OneSource business team to implement processes to maximize customer lifetime value & customer satisfaction. Effectively serve as the point of escalation to the program management function across internal teams, ensuring effective and consistent service delivery.
• Enable opportunities for the commercial personnel to expand customer relationships both during the contact term & renewal process.
• Work with Functional and Business teams to build and execute plans regarding Manage to Passthrough, Manage to Maintain, and strategies regarding third party vendor management.
• Participate on new program implementation teams as the Service Delivery SME
• Work as part of the OneSource leadership team participating in business level projects and understanding and communicating OS business goals and priorities to the account teams
• Accountable for account specific human capital management to maximize revenue and margin potential for the business while maintaining and improving customer satisfaction.
• Accountable for positive leadership and culture through ongoing direction, coaching, and career development of colleagues
• Promote a safe working environment and ensures compliance with applicable EHS policies and procedures.
• Comply with applicable PerkinElmer and client Quality policies and procedures.
• Collaborate with Quality to identify, characterize and act to eliminate/prevent field defects resulting from products, process and personnel.
• Global travel up to 35% to customer locations, conferences, internal meetings, etc.

Basic Qualifications

• B.S. or B.A. in business management, finance, communications, economics or equivalent required. MBA preferred.
• Minimum 15 years professional experience
• 10+ years in functional business operations role – customer care, continuous improvement, program management

Preferred Characteristics

• Experience in field service and/or service operational management.
• Proven results in current role
• Experience and demonstrated success with executive customer negotiations, business reviews and landing new clients
• Working knowledge of different ERP systems (SAP, ServiceMax, etc.)
• Six sigma/continuous improvement experience – certification preferred
• Strong interpersonal skills and demonstrated ability to lead a team and work independently
• Understanding of customer care support processes, systems and performance metrics
• Excellent motivational, communication (oral/written), presentation and influencing skills
• Excellent critical thinking/ analytical and problem solving skills
• Strong track record of leadership in a matrix environment - demonstrated ability to drive change within global and cross-functional teams to achieve concurrence and impact
  

Company Description

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.