Customer Services Area Supervisor West Region
Malvern Panalytical

Do you want to step into a high-tech world with a strong focus on innovation? Do you want to be a real business partner for our customers by offering value-added propositions? Are you looking for a position in which you can fully exploit your service skills? Do you want to do this in an international, global, but personal environment? Then this might be your chance to become a part of our innovative and enthusiastic customer support team.

This is a leadership role to assist the regional service managers in driving all support initiatives throughout the region. The Area Supervisor will drive for positive customer relationships and collaborate with colleagues to provide excellent customer service. Responsible for leading and being part of the regional team with on-site installations / commissioning, routine maintenance, repair, verification, and calibration of Malvern Panalytical's product lines in the US.

Job Responsibilities

• Coaches and mentors team members to foster growth in knowledge and customer focus.

• Direct Manager of customer service engineers (8-10) within their region and sphere of influence to manage performance and carry out performance reviews, 1-1 meetings and other formal meetings when appropriate.

• Manage team to facilitate accurate diagnosis and solution of customer instrument problems.

• Responsible for meeting customer expectations for Malvern Panalytical Instruments' service.

• Works closely with commercial sales and after sales teams to drive and cultivate opportunities to promote Malvern Panalytical products and services.

• Performs back-up duties in place of the regional service manager when the need exists; will represent the region in various committee's and meetings when necessary.

• Follows and promotes Malvern Panalytical's/Customers' laboratory and safety practices. Guides direct team members to stay current on all safety and training requirements.

• Manages direct administrative management for direct team and assists regional manager within region for tasks such as the following: track and manage team's company owned assets; tracking spare parts stock/kits within region, monitors and signs off on regional expense reports and submitted work orders.

• Assist Regional Managers in optimizing resources within region to balance with customer demand fluctuation and centralized dispatch requests.

• Identifies training requirements for the team as and when required; assists regional team in monitoring cross training activities to support proper documentation and utilization of newly trained skillset(s).

• Is key part of future recruitment for the team; personal mentor, coach and guide for all new hires to make their entry into organization and part of new team welcome

• Drives team to adhere to proper procedures / protocols within the systems we use to drive our business; takes part in audits to reinforce.

• Works with Service Managers and director to control / monitor all team activities to achieve budgets.

• Manages Escalations in the region ensuring the customer is kept up to date with the latest information

• Reports Quality and H&S issues ensuring guidelines are followed and be part of the process for instigating and implementing changes.

• Monitoring and helping to grow customer satisfaction using standard KPI's.

• Drives the region to achieve grow targets for systems and After Market opportunities.

• Work with installation manager to insure all equipment installations are in proper alignment with expected close dates and all required pre-installation prerequisites.

• Represent the Regional Service Team as the driver for certain key KPIs or program initiatives.

When you join?

Your career will take off with a comprehensive induction program. We then continue to support and develop our employees by improving their skills, knowledge and performance by in-house, on-the-job training, and external training.

We value entrepreneurship and commitment by offering real career possibilities.

You become part of a growing company where you can shape the future of our work processes.

We offer a competitive compensation plan. Our benefit offerings include Medical, Dental, Vision, 401(k) with a company match, Life and Disability plans.

We also offer Tuition Reimbursement and a Wellness program.

Vacation, Sick, Personal and Paid Holidays.

We are Malvern Panalytical. We are BIG on Small.

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