Service Team Lead

Salary: £60k - £70k + Bonus + Vehicle + Benefits

Location: Berkshire (Remote Hybrid)

nGenium is currently seeking a dynamic and experienced Service Team Lead for our client a leading Life Sciences OEM. As a Service Team Lead, you will play a crucial role in overseeing and coordinating service delivery activities within the UK, both directly and indirectly through the coordination of your team. This is a field-based role with a focus on ensuring customer satisfaction, service quality, productivity, and profitability.

Key Responsibilities:

• Coordinate and supervise Preventative Maintenance activities to ensure timely completion.
• Attain service metrics and operational goals set by the service department.
• Uphold and enhance customer satisfaction, service quality, productivity, and profitability.
• Offer optimal service support for instruments and customers, taking into account economic factors and contractual obligations.
• Arrange instrument installations, maintenance, troubleshooting, repairs, and other service support tasks as needed.
• Resolve customer issues to maximize instrument availability and functionality.
• Support sustainable and ethical business growth initiatives.
• Manage and optimize personal stock levels of staff.
• Ensure timely completion of all reporting duties, including compiling statistics and presentations.
• Strategically plan resources and monitor employee productivity.
• Coach employees to comprehend and adhere to service processes and protocols.
• Escalate issues regarding customer complaints surpassing deadlines and critical incidents.
• Collaborate with Service Management  and other departments.
• Execute, delegate, and oversee service orders according to established criteria and priorities.
• Support sales representatives and their sales endeavours.
• Generate and back quotations for various service activities and contribute to sales proposals.
• Implement strategies to address customer dissatisfaction concerns.
• Conduct visits to key customers to nurture strong partnerships.
• Provide support for quality assurance-related tasks.
• Undertake additional responsibilities in other geographical areas as assigned.
• Address challenging service situations and customer grievances through appropriate escalation channels.
• Ensure adherence to company values, code of conduct, and business processes.
• Manage correspondence and perform other administrative duties associated with the role.

A Suitable Service Team Lead would need:

• Extensive experience as an engineer/manager in the medical devices or life sciences industry.
• Good educational background in engineering or science.
• Full UK right to work.
• Excellent communication and people management skills.

If this Service Team Lead opportunity is of interest, or for any laboratory and scientific instrumentation recruitment, please contact Nathan Read.