Responsible for providing high-quality service support to customers in Italy by leading the day-to-day activities of a team of around 10 service engineers.
Main Responsibilities
* Ensure the delivery of best-in-class customer support, including service level delivery, preventive maintenance, product solutions, customer and sales organization relationships, laboratory services, and parts inventories through effective resource planning and deployment.
* Lead field service engineers across Italy to ensure an excellent customer experience.
* Develop a thorough understanding of customers, their businesses, and the processes and instruments used to meet their goals.
* Set objectives for service engineers, conduct regular reviews, coach staff, and ensure adequate training and development.
* Maintain communication with Service leaders and peers to understand and manage resource availability and limitations.
* Partner with managers and service delivery leaders to ensure resource deployment aligns with customer obligations.
* Build relationships with customers to understand their needs and laboratory processes, positioning PerkinElmer’s products accordingly. Report opportunities to expand relationships and grow service revenue.
* Monitor field service work and vacation planning, ensuring internal processes are followed.
* Report on competitors and trends relevant to the growth strategy.
* Ensure customer satisfaction and fulfillment of contractual obligations, working closely with Customer Care.
* Ensure documentation submitted by customer service engineers is correct and timely.
* Act as the point of contact for complaints, service offers, contracts, and instrument upgrades.
* Communicate regularly with sales staff about customer leads and concerns, ensuring regional engineers do the same.
* Drive operational excellence through KPI management.
* Engage in sales strategies for consumables, training, OQ, and other billable services.
Your Profile
* 6 to 10 years of successful field service experience in repairs, maintenance, validation, and installation of laboratory instruments.
* Bachelor’s degree or equivalent in biology, chemistry, physics, electronics, or related fields.
* Successful experience in a supervisory or team leader role with team-building skills.
* Strong interpersonal, strategic thinking, and analytical skills.
* Understanding of Revvity’s business and service offerings is a plus.
* Assertive personality, results-oriented, innovative, with a strong bias for action and meeting deadlines.
* Fluent in Italian with good English reading, writing, and presentation skills.
* Sales acumen with a hands-on, can-do attitude.
* Knowledge of laboratory safety practices such as GxP and GMP.
* Proficient in Excel, Word, and Notes; able to interpret business reports (P / L).
* Valid driver’s license and willingness to travel.
What We Offer
* Work in a high-tech, innovative, team-oriented, energetic, and scientific environment.
* Career development opportunities across multiple business areas.
* Attractive compensation and performance bonuses.
* Recognition and referral awards.
Revvity is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected characteristics.
Revvity values a culturally diverse workforce.
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