Service Performance Manager (m / f / d)

As one of the world’s leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, accelerate time-to-market and support industries in successfully enhancing quality of life. We’ve been driving innovation in analytical instrumentation for 60 years now. Today, worldwide more than 9,700 employees are working on this permanent challenge, at over 90 locations on all continents.

At our Bruker Daltonics HQ in Bremen / remote we are looking for a Service Performance Manager EMEA (m / f / d).

The function of the Service Performance Manager EMEA is to analyse and control all Service relevant KPI and established processes applied to and released for the EMEA Field Service Department. You will have a major and direct influence on the work attitude, process adherence and organization development. Root cause analysis, process analysis as well with neighbouring departments will be a key task, with order processing, supply chain management, field application support.

Main objectives / tasks of the role:

• Constant KPI control and process adherence.
• Work fluently on both platforms, Salesforce and Power BI.
• Review all existing KPIs and suggest improvements and corrections where required.
• Provide root cause analysis for measured KPI target violations.
• Build trustful relationships with local service management.
• Build solid and positive relationships to all EMEA Service managers and team leaders.
• Responsible for finance objectives.
• Review revenue recognition stakeholder input and timely processing of their part of the process.
• Control process adherence.
• Analyse rules for revenue recognition in Service vs revenue recognition on products.
• Consult regional management on observed glitches and point on process inconsistencies.
• Responsible for reporting to EMEA Service Management.
• Analyze and follow up on Key Performance Indicators.
• Work closely with EMEA Service Management to leverage KPI violations.
• Assist with the implementation of common working rules.
• Attend and participate actively in service management meetings.
• Deliver new ideas and initiatives in order to improve overall Service deliveries and team performance.

Minimum Requirements:

• A degree level engineering qualification (or equivalent) or be able to demonstrate a similar level of knowledge and skill gained by practical experience.
• A proven skill set in business analytics will be granting faster success in this role.
• A good spoken and written English; additional European language is a plus, French, German, Spanish.
• A current valid driving license and no visa or other restriction preventing travel in the USA or EU.
• Understanding and experience with Salesforce / PowerBI is a clear plus. Other CRM platform experience will be useful.
• Demonstrable ability to motivate others and contribute to the organisation of a large team of skilled individuals.
• Very good personnel skills.
• Willingness to expand personal efforts to meet and exceed expectations.
• Good computer literacy, especially with regard to documentation and presentation.
• Personable, approachable and able to communicate easily and effectively at all levels.
• Have excellent skills in number analysis and number interpretation.
• A high standard of personal presentation.
• Ability to explain partly abstract data with patience and enthusiasm such that people with different expertise are able to understand and follow.