The Manager Services will be responsible for managing an efficient and effective customer focused engineering team that is responsible for service operations and delivering the desired customer service experience. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability. The position will train and motivate the reporting technicians towards common objectives.

Main Responsibilities & Tasks:

• Manage an effective service and / or technician team ensuring that service levels are met for customer visits

• Provide service and customer support through the technicians and manage escalations

• Develop the service sales business with existing and new customers, focusing on securing new service contracts

• Recruit, train and manage technicians as well as third part service partners

• Manage cost and revenue budgets against annual targets

• Diagnose errors or technical problems and determine proper solutions to key customers

• Produce timely and detailed reports on service and revenue performances

• Take care of workshop service deliveries including maintenance, repair and calibration

• Ensure accordance with internal processes and local health and safety regulations

• Track and manage supply, stock and quality of spare parts and organize close communication with external suppliers

• Liaise with all relevant stakeholders and other relevant departments if needed, e.g. Administration, technical support, quality etc.

• Be responsible for analyzing for product and service quality issues and communicate with technical and quality teams

Qualification & Skills:

• Academic degree in engineering (mechanical, electrical or similar)

• Minimum 5 years of work experience in service and at least 2 years in a team lead role

• Good communication skills

• Leadership skills

• Organized and able to prioritize tasks effectively

• High customer-orientation

• Proven software skills, e.g. Microsoft Office

• Knowledge on ISO 17025 / USP / OIML related to lab equipments

• Fluent in English

About Sartorius 

Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide. 

We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment.

Join our global team and become part of the solution. We are looking forward to receiving your application. 
www.sartorius.com/careers