Service Leader

**Purpose**

The Service Leader is in charge of delivering first class quality service, building and maintaining strong customer/channel relationships directed toward growth of PerkinElmer’s market share, revenue and profitability consistent with strategic business goals of the commercial organisation. This will be accomplished through leadership, change management, effective deployment of resources, acquisition of talent and execution of business strategy.

**Key Responsibilities**

**BUSINESS DEVELOPMENT**
- Manage and drive profitable business growth for designated service territory.
- Develop three-year territory business plan that links to overall business plan.
- Identify key market/customer opportunities for growth and develop key metrics and action plans to grow deeper customer relationships.
- Integrate service initiatives with resource deployment.
- Develop strategies, budgets, and accurate forecasts to execute business plans and deliver on commitments.
- Effectively manage headcount and other budgeted expense/revenue plans.
- Contribute to support the finance department for regular forecasting and cash collection processes.
- Coordinate with Sales counterpart to drive strategic business solutions for our customers.

**SALES AND SERVICE COORDINATION**
- Foster an atmosphere of sales and service teamwork and coordination.
- Work with Sales leadership to initiate timely solutions for customer issues and innovate product and service solutions for customers.
- Represent the Service Organisation and Voice of the Customer to the business units and the global service and sales support organisation.

**CUSTOMER RELATIONSHIP MANAGEMENT**
- Strive to set the example for importance of strengthening the relationships and partnerships with customers.
- Be responsible for customer satisfaction for all aftermarket interactions with customers.
- Invest significant time in direct meetings with customers, assessing the customer’s level of satisfaction and assessing customer value drivers which can then be translated to service and product offerings.

**SERVICE TEAM DEVELOPMENT**
- Continue to develop and leverage talent by identifying critical skills and competencies necessary to provide best-in-class customer support.
- Develop, cross train or redeploy resources as needed to meet business commitments and reinforce PerkinElmer value proposition in the marketplace.
- Oversee all staffing decisions to ensure that we are hiring and deploying talent consistent with total customer value strategies.
- Leverage the Performance Management process to develop and utilise operational performance measures to ensure most efficient deployment of team resources with a relentless focus on process improvement.
- Recognise, reward & champion individuals who demonstrate exceptional performance.
- Create a pipeline of talented and knowledgeable individuals, through leadership, that are “Ready Now” to step into leadership roles within the organisation. Utilise Succession Planning as a core process for driving performance through ongoing goal setting, results measurement, individual and team development and talent identification and deployment.

**OPERATIONAL EXCELLENCE**
- Directly responsible for providing high quality service support to customers within the region, taking a leading role on service quality issues and maintaining the field service requirements of ISO 9001 compliance.
- Actively monitors current and future workloads of FSE’s to ensure excellent customer service is delivered at all times. Working with the Field service personnel as appropriate along with customer care and schedulers.
- Ensures that Customer Service Engineers submit documentation correctly completed and within the agreed time scale.
- Ensures that tools and inventory deployed within the region are managed efficiently and according to company policies and/or ongoing initiatives

**Requested Competences**

**Education**
- Bachelor’s Degree or above, or equivalent combination of education and experience.
- Master/PhD degree is a plus.

**Leadership**
- Solid experience in Service Teams’ Management to successful results
- Professional and Ethical attitude, with high Integrity.
- Possess excellent leadership skills, proactive mindset with strong sense of responsibility and ownership. Execute managerial skills to enhance a determined focus on strong performance and teamwork to achieve organizational goals.
- Strong global, multi-cultural leadership. Foster collaboration and teamwork in a complex, fast-paced, changing environment to deliver value-added results to the organization. Collaborate well with all PKI organizations.
- Demonstrate exceptional communication / presentation skills in verbal and written communications, following generally accepted rules of style and form.
- Attract, develop and maintain top talent / performing teams. Execute management through coaching.

**Financial Acumen**
- Prepare and manage a realistic growth AOP / budget