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DATE ADDED: Mon 18/05/2020

Onesource Service Delivery Manager (Thousand Oaks, CA)

Brighton, Massachusetts, US


JOB TYPE: Permanent, FullTime

Key Responsibilities Customer relationship management: Strive to set the example for service the importance of b uilding relationships with customers with the goal of understanding their business needs and laboratory processes in order to position PerkinElmer €™s laboratory services products to meet those needs. Invest significant time in direct meeting with customers, assessing customers level of satisfaction and assessing customer value drivers which can then be translated to product and service offerings and solutions. Sales & Service Coordination: Foster an atmosphere of sales and service teamwork and coordination. Work with Sales and the FAS team to initiate timely solutions for customer issues and innovate product and service solutions for customers. Business Development: Manage and drive profitable business growth of the service plan for a key customer account. Identify key market/customer opportunities for growth and develop key metrics and action plans to grow deeper customer relationships in key accounts. Integrate product and service initiatives with resource deployment. Develop strategies, budgets and accurate forecasts to execute business plans and deliver on commitments. Effectively manage headcount and other budgeted expense/revenue plans to improve overall profitability. Service Team Development: Manage a team of on-site administrative positions and on-site engineering positions, driving both internal and external deliverables for service. Builds a thorough understanding of customers, their businesses and the processes and instruments used in meeting their business goals and ensure that the team possesses adequate skills and instrument expertise to provide best-in-class service and support. Ensure that all team members are fully developed in skills and abilities required to serve customers in their areas. In addition to technical and soft skills development, work with team to develop business skills towards increasing account penetration and overall profitability of our service and support. 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. Drive talent development, overall business performance & succession planning through active support and deployment of the LOR process. Address disciplinary and/or performance problems when necessary in accordance to company policy. Recognize and reward individuals who demonstrate exceptional performance. Succession Planning: Create a pipeline of talented and knowledgeable individuals, through your leadership, that are €œReady Now € to step into leadership roles within the organization. Utilize performance management tools as a core process for driving performance through ongoing goal-setting, results measurement, individual and team development and talent identification and deployment. Represent field and customer: Represent the Americas Field Organization and customer €™s views to the business units and global service support organization. Teamwork: Promote teamwork within the service and sales organization to maximize opportunities for the growth of PerkinElmer LAS. Requirements Bachelor €™s degree in business administration or equivalent combination of education and experience. Minimum Work Experience: Eight years of related experience in field service management Ability and willingness to travel as necessary Preferred Qualifications Proficient in Excel, Word, Notes. Ability to interpret business reports (P/L). Familiarity with SAP, DIVER, Business Objects. Strategic hiring / interviewing skills Project Management Skills Presentation Skills Background and evidence in use of process improvement tools such as Six Sigma