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Location

Darmstadt | Germany

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Job description

Instron is a global organization that designs, manufactures, sells and services materials testing applications and its leadership in the marketplace is continually expanding. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.

Working with the FSE team Leads, be responsible for supervising all service and support operations within Germany. Be an effective partner, working in close cooperation with the Service Business Manager and the Service Account Representatives, to develop the Service business in line with corporate strategy.

Job Description

The primary responsibility is to supervise the FSE operations to guarantee that all technical issues are promptly managed and conducted to completion ensuring full customers satisfaction and that customer expectations are met at installations, warranty, breakdown, maintenance, contract services and training.

 

1. To ensure that the Field Service team are managed in a manner that results in their development, promotes good employee relations, high motivation and commitment to the Company and ensures that the Field Service team have the required skills to meet the business objectives.
2. Work with Service Business Manager review the FSE training and development needs in the context of the business needs.
3. Working with the Field Service Team Leads drive performance, develop potential and provide support to team members, as required.
4. Working with the FSE team Leads ensure that the appraisals and service excellence processes are fully embedded and utilized as key tools in the development of the field service team. Ensure that the effectiveness of training actions are continuously evaluated.
5. Assist the Service Account Representative with the general service weekly planning.
6. Ownership and accountability for signing of Calibration certificates and Calibration Audits
7. Full ownership of the management of the installation process including but not limited to customer readiness discussion, visit planning. Ensure scheduled call with regional Sales colleagues and weekly meetings with the Service Business Manager to ensure the process is carried out smoothly and customer satisfaction.
8. Responsible for the Customer feedback survey process post FSE visit and the provision of such feedback to the Service Business Manager in scheduled monthly update meetings.
9. Responsible for providing support to FSEs on complex work and breakdowns whilst onsite.
10. Responsible for providing local technical support to customers when in the office, in addition to general supervision duties.
11. Visiting customers onsite as and when required.
12. To act as first point of contact for team members.
13. To ensure all customer service and support requests of all product lines assigned are managed in a prompt and professional manner and meet customer’s satisfaction in line with goals and business requirements of the company. Ensure that the Field Service Team Leads do the same and that our customer’s see value with the FSE visits.
14. Ensure that all FSEs have the necessary tools to perform their jobs in the best efficient way.
15. Approving FSE holiday requests, expenses and timesheets.
16. Make a full contribution to the company's efforts to reduce costs and to improve quality and efficiencies and work with the Service Business Manager, monitoring installation and warranty costs and activities to ensure that this area of the business is operated as efficiently as possible through actions and recommendations.
17. To work with the Service Business Manager in identifying and exploiting growth and investment opportunities.
18. Working with the Service Business Manager, drive continuous improvement in products and services.
19. To work closely with Sales team in Germany to ensure seamless customer satisfaction and help promote growth through the implementation of joint sales and service strategies.
20. To drive the culture to maintain Service Management software up to date and assure they are used to efficiently control the service operation.
21. Regular communication with Centres of Excellence.
22. Perform any other related duties as may be required from time to time.

Qualifications

1. Degree level or equivalent qualification in electronics, applied to automation technology
2. Fluency in English and German - writing and speaking
3. At least 5 years’ experience in a Service organization in the role of field service engineer and ideally 1 year of experience in leading teams
4. Troubleshooting experience with electromechanical or servo hydraulic systems.
5. Awareness of the Service organization structure and after sales.
6. Additional relevant professional training/qualification would be preferred e.g. s team leadership or supervisory studies.
7. Driving license without restrictions.

Additional Information

KEY COMPETENCIES

Technical:

1. Solid background and experience in electronic applied to high technology systems and industrial automation.
2. Very good knowledge of other disciplines such as software, firmware and their principles.
3. Very good knowledge of other disciplines such as mechanical, pneumatic and electrical engineering, meaning:
   • Ability to read and understand electrical schematics/ wiring diagrams/ mechanical drawings with minimal assistance
4. Competencies on material testing and characterization, together with calibration accredited are preferred.
5. Problem solving and troubleshooting capabilities

General:

1. Organizational: be well organized, fully focused to objectives and able to interact with all levels of the organization as required to get the job done.
2. Prioritization: be able to prioritize through the evaluation of open tasks and our customer needs.
3. Self-starter: be pro-active and able to work with minimum supervision.
4. Excellent communication skills with a strong aptitude for relationship building.
5. Customer oriented: Able to create and sustain a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.
6. Leadership skills: ability to develop and motivate others whilst ensuring that targets are met. Can connect work to the business context and lead with a problem solving and growth mindset.
7. Team player: can energise and enthuse teams around a common goal or purpose, working well as both a team player and a team supervisor, as required.
8. Ability to take decisions and responsibility and coach reports to do the same.

This is an opportunity to join a successful team where you can make a significant impact. Enjoy a competitive compensation and benefits package.

Instron is an equal opportunities employer.

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Job tags

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Salary