Milestone's innovative solutions have been developed for laboratories around the world performing sample preparation, with the aim of helping them, by offering an integrated solution able to render their activity easier, faster and safer. With over 50 patents and 20,000 systems globally we are a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.
About the Role:
Milestone, a leading provider of analytical instrument systems, is seeking a highly capable and experienced Service Manager to join our team. In this role you will be responsible for overseeing the efficient and effective operation of our field service team, ensuring exceptional customer service, and driving the success of our service department. We are looking for someone who will embody Milestone's client centric DNA; where they are always willing able to find an answer for the customer. The ideal candidate will have a background in electronics or electro-mechanical engineering and a strong understanding of analytical instrument systems.
Responsibilities:
Lead by example of Exceptional Customer Service
Embody Milestone's client centric DNA - "the client comes first!"
Ensure Service Coordinator is responding to clients same day/next morning
Cases are being elevated to the right internal team member for response when needed
Work with Product team on any application related questions
Address any concerns or issues and ensuring a high level of customer satisfaction
Manage and lead the Field Service team to ensure the timely and successful completion of work orders, preventative maintenance, and drive post-sales milesCARE revenue
Monitor and analyze key performance indicators (KPIs) for the field service team and implement strategies to improve performance and customer satisfaction
Manage field van inventory, expenses, and scheduling to maximize productivity and minimize downtime and expenses to company
Optimize processes and procedures already in place
Continue to develop and implement SOP's to enhance the efficiency and effectiveness of the service department
Foster a culture of continuous improvement and professional development within the service department
Stay up-to-date with industry trends and advancements in analytical instrument systems to provide expert guidance and support to the team
Collaborate with internal teams, such as operations, sales and customer support, to ensure seamless coordination and communication
Requirements:
Bachelor's Degree in Electromechanical, or other related field
Minimum of 5 years of experience in a service management role within the analytical instrument or life science industry
Strong technical knowledge and understanding of analytical instrument systems, preferably in the sample preparation space
Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders
Proven track record of successfully managing and leading a field service team
Excellent problem-solving and decision-making skills, with the ability to quickly assess and resolve complex issues
Strong organizational and time management skills, with the ability to prioritize and multitask in a fast-paced environment
Proficiency in using service management software and tools (Salesforce and ServiceMax or similar platforms preferred)
Willingness to travel as needed to support field team