Service Operations Manager

TN United Kingdom; Bedford; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player seeks a strategic leader for their North America Service and Support organization. This role involves managing operations across the US and Canada, focusing on enhancing customer satisfaction and service efficiency. You will develop and implement critical business procedures and collaborate with various departments to drive continuous improvement. If you thrive in a dynamic environment and are passionate about delivering exceptional service, this opportunity is perfect for you. Join a company dedicated to innovation and quality in healthcare solutions, and make a significant impact in the field.

Benefits

Health Insurance

Retirement Plan

Professional Development

Flexible Working Hours

Paid Time Off

Qualifications

• 7+ years in a sales, service/support, or managerial capacity.
• Strong project management experience is desirable.

Responsibilities

• Develops policies for North America Service and Support Organization.
• Coordinates with internal departments to improve service operations.

Skills

Leadership

Strategic Planning

Communication Skills

Project Management

Interpersonal Skills

Education

Bachelor's degree in Business or Science

MBA

Tools

Business Systems

Computer Hardware and Software

Job description

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Werfen, founded in , is a worldwide developer, manufacturer, and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions for use primarily in hospitals and independent clinical laboratories. The Company’s business lines include Hemostasis, Acute Care, and Autoimmunity diagnostics, as well as Original Equipment Manufacturing. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Our North American Commercial Operations, as well as our Headquarters and Technology Center for Hemostasis and Acute Care Diagnostics, are based in Bedford, MA. Our Headquarters and Technology Center for Autoimmunity Diagnostics is based in San Diego, CA. Additionally, our Technology Center for Hemostasis and Blood Gas Reagents is in Orangeburg, NY, and our Technology Center for Whole Blood Hemostasis is in San Diego, CA.

Position Summary:

Provides leadership and strategic direction within the North America Service and Support organization. Manages internal and external Service and Support operation functions for US and Canada and acts as the liaison between the functional units within the company and the North America Commercial organization. Develops and implements all critical business operating procedures within the North America Commercial Service organization with focus on continuous improvement of customer support and satisfaction.

Responsibilities

Key Accountabilities:

Essential Functions:

• Develops and implements policies and procedures for the North America Service and Support Organization
• Creates and utilizes service support metrics and works with field service management to assess personnel requirements, customer satisfaction levels, and monitor and evaluate the performance of the North America service organization
• Coordinates with internal support departments, including North America Commercial Operations, Client Services, IT, Strategic Business Unit, RA/QA, Manufacturing, and Finance to develop and implement cross-department processes required to improve North America Service Operations to maximize service efficiency, increase service revenue, and control operating costs
• Assists Field Managers to resolve complex service operation and business problems by making solid decisions collaborating with the field service management and internal support staff. Develops and implements a plan of action based on the above
• Other duties as assigned

Secondary Functions:

• Develops and implements with finance the cycle count process to ensure accurate inventory
• Works with Service Leadership and Finance to prepare annual service operational budget
• Reports to senior management the performance/statistics for the North America service and support organization

Budget Managed (if applicable):

• N/A

Internal Networking/Key Relationships:

To be determined based on department needs, to include interactions such as:

• Client Services
• IT
• Finance
• Quality Assurance and Regulatory Affairs
• Strategic Business Unit
• Commercial Operations
• Manufacturing

Skills & Capabilities:

Overview

Werfen

Werfen, founded in , is a worldwide developer, manufacturer, and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions for use primarily in hospitals and independent clinical laboratories. The Company’s business lines include Hemostasis, Acute Care, and Autoimmunity diagnostics, as well as Original Equipment Manufacturing. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Our North American Commercial Operations, as well as our Headquarters and Technology Center for Hemostasis and Acute Care Diagnostics, are based in Bedford, MA. Our Headquarters and Technology Center for Autoimmunity Diagnostics is based in San Diego, CA. Additionally, our Technology Center for Hemostasis and Blood Gas Reagents is in Orangeburg, NY, and our Technology Center for Whole Blood Hemostasis is in San Diego, CA.

Position Summary:

Provides leadership and strategic direction within the North America Service and Support organization. Manages internal and external Service and Support operation functions for US and Canada and acts as the liaison between the functional units within the company and the North America Commercial organization. Develops and implements all critical business operating procedures within the North America Commercial Service organization with focus on continuous improvement of customer support and satisfaction.

Responsibilities

Key Accountabilities:

Essential Functions:

Develops and implements policies and procedures for the North America Service and Support Organization

Creates and utilizes service support metrics and works with field service management to assess personnel requirements, customer satisfaction levels, and monitor and evaluate the performance of the North America service organization

Coordinates with internal support departments, including North America Commercial Operations, Client Services, IT, Strategic Business Unit, RA/QA, Manufacturing, and Finance to develop and implement cross-department processes required to improve North America Service Operations to maximize service efficiency, increase service revenue, and control operating costs

Assists Field Managers to resolve complex service operation and business problems by making solid decisions collaborating with the field service management and internal support staff. Develops and implements a plan of action based on the above

Other duties as assigned

Secondary Functions:

Develops and implements with finance the cycle count process to ensure accurate inventory

Works with Service Leadership and Finance to prepare annual service operational budget

Reports to senior management the performance/statistics for the North America service and support organization

Budget Managed (if applicable):

N/A

Internal Networking/Key Relationships:

To be determined based on department needs, to include interactions such as:

Client Services

IT

Finance

Quality Assurance and Regulatory Affairs

Strategic Business Unit

Commercial Operations

Manufacturing

Skills & Capabilities:

The ideal candidate for this position will exhibit the following skills and capabilities:

• Strong Leadership
• Strategic business planning, ability to execute tactically
• Highly accountable and drives accountability
• Ability to communicate and present across all levels of the organization
• Strong verbal, written and presentation skills.
• Strong motivational, interpersonal and leadership skills
• Ability to effectively manage multiple priorities in a fast paced and deadline driven environment
• Process oriented with focus on continuous improvement

Werfen People Manager Competencies: (applicable if in a People Manager Position)

The following competencies form part of the competency model for People Manager at Werfen and form part of our mindset around People Management and Leadership. We expect all People Managers of Werfen not only to demonstrate, but also to constantly continue to develop, the following competencies:

• Building Talent: Planning and supporting the development of individuals’ knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively.
• Customer Focus: Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value.
• Decision Making: Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
• Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
• Driving Innovation: Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external) ; encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.
• Emotional Intelligence Essentials: Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.

Qualifications

Minimum Knowledge & Experience Required for the Position:

Education :

Bachelor’s degree in Business or Science (Chemistry, Biology, Biochemistry) or Engineering and or equivalent experience.

An MBA is highly desirable.

Experience:

Seven years in a sales, service/support or managerial capacity

Additional Skills/Knowledge:

Project management experience is desirable.

A solid understanding of business systems, computer hardware and software

Language: Specific to country and role´s needs

International Mobility:

Required: Yes

Travel Requirements:

Up to 50% of time

If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.

Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.

We operate directly in over 30 countries, and in more than territories through distributors. Annual revenue is approximately $2 billion and more than 5, employees around the world comprise our Werfen