Overview
Position Details:
The Senior Manager Field Services DACH is responsible for managing a dedicated team for Omnicell DACH Field Service activities principally in the DACH region. Customer focused with excellent organisational and communication skills. Experienced in managing teams handling corrective, preventative maintenance and new installations. Skilled in developing and implementing support structures, procedures and maintenance schedules within a Field service environment. Well respected, solid background in Field Service, with strong emphasis on quality and attention to detail. Minimum 10 years’ experience in a technical customer orientated service industry.
Key Responsibilities:
- Deliver results: Implement the Strategic Plan for the Omnicell DACH Field Service team through collaboration with senior management and an in-depth analysis and review of current internal and external business conditions, and availability of resources.
- Create and document processes and procedures to provide for consistency, efficiency and accuracy of departmental methods. Implement changes in processes and tools that enhance department efficiencies and customer experience.
- Hire, train, manage, and evaluate the Field Service Staff to ensure the highest level of customer service is given to Omnicell customers, while working within established guidelines. Oversee scheduling of staff for field service duties. Utilise Omnicell HR tools, processes, and resources to ensure quality hires are made in cost effective, timely manner.
- Work across multiple departments and countries to support the resolution of customer incidences and complaints with Omnicell equipment in a timely manner.
- Control cost and quality by managing 3rd Party support relationship for Automation equipment, including contract renewals and negotiations, performance evaluations, and selection of appropriate organisation depending on technical requirements.
- Assist in annual department budget planning and forecasting and operate department within budget guidelines to ensure Omnicell financial goals are met.
- Make day to day decisions governing project assignments and project management within the Field Service team. Manage and monitor performance to assigned goals, making sure priorities and deadlines are met, and sound service practices are in place.
- Work with other functional department leaders across the company as part of an interactive, interdependent customer focused team.
Minimum Job Requirements:
Education - Relevant higher education qualification with Electronics or Industrial Technology, Proven track record with minimum ten years in customer support within a technology industry
Training - Proven track record with minimum ten years in customer support within a technology industry.
Experience - People management experience, ability to manage and direct 20+ headcount team.
Skills:
- Strong project management skills: Ability to prioritise, time manage and multitask
- Ability to translate complex concepts into trainable, actionable processes and procedures
- Change agent who accepts and supports new ideas and processes
- Ability to consistently balance sense of urgency with diplomacy/empathy
- Strong written and verbal communication skills
- Refined listening skills
- Advanced Communications Skills: Ability to effectively share complex ideas across departments, and with customers and vendors in a manner that is understandable and leads to positive outcome
- Ability to effectively interface and communicate with multiple constituents, including senior management, customers, consultants, vendors, and employees of all levels
- Ability to work collaboratively with peers and team members
- Conflict resolution and ability to negotiate for acceptable outcomes
- Team building skills: Hiring capable, results focused staff that live the Omnicell values
- Coaching, mentoring and counseling of team members
- Ability to accept constructive criticism from stakeholders
- Ability to react effectively to uncertainties (market, economic, personnel, etc)
- Ability to regroup and re-engage to accommodate changing customer needs and priorities
- Commitment to cost control
- Financial Acumen: Budgeting and negotiating for most profitable outcome
- Training: Develop and implement training for direct team, multiple departments, and customers
Preferred Job Qualifications:
Relevant higher education qualification with Electronics or Industrial Technology studies / experience preferred.
Working Environment:
Hybrid Based, you will live near or close to the Essen region.
Dynamic Schedule – we work as Technical Sup