Service Manager
2 maanden geleden
About the Role
We are seeking a highly skilled and experienced Service Manager to join our team at Bausch & Lomb. As a key member of our Service Operations team, you will be responsible for managing the EMEA service depot, field service repairs, and product support.
Key Responsibilities
- Manage and perform all aspects of services offered on site at the depot, including training, repairs, refurbishment, system upgrades, service parts inventory, and loaner system management.
- Work with the EMEA Product Support team to be the first point of contact for all technical issues and manage the resolution of those issues to ensure customer satisfaction.
- Provide support to distributors in the region, becoming the first point of contact for all technical issues and managing the resolution of those issues.
- Manage 3rd party service support, including relations, logistics, dispatch, technical support, service training, performance appraisals, invoice review, and parts use.
- Ensure service stocking levels are lean and efficient without compromising customer satisfaction.
- Manage the service depot's financial responsibilities, including inventory cycle counts, reserve levels for depot materials, and ERP business unit transactional corrections and improvements.
- Document servicing activities and failure investigations as per regulatory requirements and company quality system standards.
- Organize the physical return goods area and manage inventory.
- Take responsibility for meeting service department goals, objectives, and metrics.
- Be a technical resource for the Product Support group and worldwide Service Engineers.
- Ensure the depot is properly resourced to perform required tasks.
Requirements
- Minimum 4-year degree in electronics, engineering, or equivalent experience.
- Minimum of 5 years in a team leadership or supervisory role, preferably in a service or engineering role in a medical device or quality-regulated environment.
- Ability to perform troubleshooting and root cause analysis on hardware and consumable defect returns.
- Familiarity with Microsoft Office Suite (Word and Excel).
- Ability to contribute to team development and work with team members in different locations.
- Good English skills with effective verbal, writing, and reading abilities.
- Experience working in an ESD type environment.
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