Life Science Service Manager UKI

TN United Kingdom; Derby; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Life Science Service Manager to lead their Service Operations in the UK&I. This pivotal role involves managing a dynamic field engineering team, ensuring compliance with service delivery standards, and driving revenue growth through effective account management. You will engage with customers to resolve issues, promote safety, and maintain high performance across all operations. This is a fantastic opportunity for a motivated leader passionate about making a difference in healthcare technology, with the potential for career growth in a supportive environment.

Qualifications

• Experience managing a field service engineering team and achieving KPIs.
• Strong financial analysis and budgeting skills.

Responsibilities

• Manage a cross-functional field engineering team to ensure compliance.
• Drive revenue targets and maintain high customer satisfaction.

Skills

Team Management

Customer Service

KPI Delivery

Financial Analysis

Communication Skills

Health and Safety Compliance

Education

BTEC/City & Guilds in Engineering

Business Management Qualification

Tools

Microsoft Office 365

SAP

Field Service Software

Job description

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Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge, we exist to make life-saving technology accessible for more people. To make a true difference for our customers – and to save more lives, we need team players, forward thinkers, and game changers.

Are you looking for an inspiring career? You just found it.

The role is to manage the Service Operations business for the UK&I, ensuring world-class Service Delivery and continuous growth.

To engage, support, and motivate the Service Team Managers to excel in field service operations by adhering to Service Level Agreements and achieving Key Performance Indicators in all areas. Making sure the engineers are compliant in their area, including ensuring all technical and quality training is up-to-date and passed. Maintain effective communication lines by conducting regular team meetings and fully understanding the Health & Safety policies to promote safe working.

Within the commercial aspect of the role, the Life Science Service Manager must promote, grow, and assist in the renewal of service contracts by working alongside the Service Contracts Sales Manager for their area, delivering strong account management to our customers, including conducting regular Business Review Meetings with accounts in the allocated area, and being the main point for escalations and queries in the region.

A key aspect of the role will be dealing with customer issues quickly and efficiently to a satisfactory conclusion, ensuring the customer is at the centre of all we do while maintaining adequate records within the EMEA Quality Management System.

The Life Science Service Manager is responsible for managing the profit and loss for their specific area and working closely with Sales, Commercial Service, and Strategic Management colleagues to develop new business opportunities.

Key duties and responsibilities:

1. Manage a cross-functional field engineering team in accordance with current regulations.
2. Drive the region to meet the highest level of customer experience.
3. Responsible for achieving revenue targets and gross profit margin for the region.
4. Achieve internal/external KPIs related to Service Delivery.
5. Manage inventory levels within the region to maintain high First Time Fix rates.
6. Become the primary contact for customer queries within the product/geographical area.
7. Assist the contracts team and commercial leaders with service contract reviews, retaining and growing the Service Contract base by using a network of contacts.
8. Own recruitment, coaching, disciplinary, and performance management for the field engineering team.
9. Implement training requirements within the team; motivate, coach, and drive results.
10. Organize and chair Service Meetings, network with other service regions, and report/escalate issues by presenting to the senior management team when required.
11. Achieve cross-functional working relationships within Sales, Commercial, and Strategic colleagues.
12. Collaborate with support functions in all operational offices and businesses.
13. Build and maintain knowledge of company policies and standards; cascade to the team and ensure 100% compliance.
14. Promote safe systems of work regarding Health and Safety, working with the UKI Health, Safety, and Environmental Manager to implement processes/procedures.
15. Maintain customer records on CRM systems.
16. Conduct regular contract review meetings with customers, providing follow-up reports to senior management.
17. Complete and review Field Audits for compliance and quality.
18. Manage an out-of-hours rota with escalation due to the equipment's nature.

Knowledge/Skills/Experience:

• Qualifications: BTEC/ City & Guilds in Engineering or equivalent; Business Management qualification is desirable.
• Work Experience: Managing a field service engineering team and delivering KPIs.
• Experience with financial targets, analysis, budgeting, and forecasting.
• Knowledge of the company’s products, systems, and services.
• Experience using Field Service software to extract data.
• Management experience in a similar field.
• Excellent customer-facing and communication skills.
• Competent IT skills (Microsoft Office 365, SAP).
• Excellent written and oral presentation skills.

Personal qualities:

• Excellent written and spoken English.
• Eligibility to work in the UK&I.
• Valid UK or Irish driver’s license and consent to verification.
• Ability to travel within the UK&I (up to 60%) and occasionally overseas.
• Enhanced DBS clearance.
• Extensive Field Service experience.

Special Features/Conditions:

• This is a full-time, permanent position.
• Residence within reasonable travel distance from the core area of work is required.
• Availability to work outside normal hours, including evenings, weekends, and bank holidays.

About us

With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing, and life science. Getinge employs over 12,000 people worldwide, and the products are sold in more than 135 countries.

Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process.