Service Manager UK & Ireland

Varian Medical Systems
11 Jul 2016
02 Dec 2016
Contract Type
Manage the service activities for VMS products, within the assigned area, by planning and co-ordinating the optimal use of company resources, in order to provide the highest level of service, maximize customer uptime and satisfaction, and achieve financial objectives. Major responsibilities: • Manage the optimal allocation of manpower and materials for the service and maintenance of VMS products within the assigned area, in order to set and provide the highest standards of service, maximize customer satisfaction and revenues. • Support staff in all technical and administrative matters, to ensure VMS service and maintenance activities generate the highest level of customer uptime and satisfaction. • Cooperate with other departments (e.g.local sales, installation, applications, order processing, centralized services, product support, manufacturing and regulatory affairs) and provide them the necessary support, to provide the best service and optimize customer relations. • Manage customer relations in all service and maintenance matters (service requests, contractual services, emergencies), to ensure customers can operate their VMS equipment according to technical and safety guidelines with the highest level of utilisation and satisfaction. • Establish service budgets and monitor financial performance, to ensure service revenue objectives are achieved within agreed budgets and with maximum cost effectiveness. • Manage the pricing and structure of Service contracts in conjunction with the Regional Service Director and Service marketing team. • Manage the regular reporting of all service information (records of service visits, technical problems, actions taken and parts employed), to ensure accurate updated customer maintenance information is available to all VMS parties. • Direct the analysis of customer data and the ordering of stock and spare parts, to ensure all materials are available for scheduled and emergency service and maintenance activities within the agreed budgets. • Control time sheets, service and expense reports of the service staff, to ensure they comply with agreed budgets and that accurate company statistics on service activities can be constantly kept up to date. • Plan, in co-operation with management, the training requirements for the Service personnel to ensure all staff, within the assigned area, are trained and knowledgeable on the latest technical and product developments. • Identify HR requirements within the assigned area and co-operate with HR and other departments, to ensure service personnel are hired, trained, developed and motivated to meet their current job responsibilities and the company's future growth plans. • Ensure service personnel maintain up-to-date technical documentation regarding all operating characteristics, design factors, technical performance and developments of VMS products • Willing to travel extensively up to 30-40% • Must have a flexible approach to work and willing to work out of normal hours as required supporting internal and external customers. Requirements Education requirements:Graduate of Technical Institute or University in electronics, electrical / biomedical engineering or related fields or equivalent education. Related experience: - Extensive experience in Field Service including experience in people management. - Extensive experience in a support and supervisory position. - Good understanding of Quality System ISO 13485 - Knowledge of and professional technical experience with microcomputers / PC based systems. - Thorough understanding of customers and their requirements. - Sound understanding and application of contract structuring, composition and contract negotiation. - Sound understanding and experience in establishing quotations, costing for jobs, monitoring costs and following up on execution. - Sound understanding and experience of processes and systems to manage, motivate and develop individuals. Skills: - Perfect fluency in English, both written and spoken - Articulate and skilled in interpersonal communication - Sound understanding of commercial terms - Sound Business administration skills - Effective Negotiation skills - People management / supervisory skills