Service Manager

This is a fully remote position, open to applicants in United Kingdom, +3 more countries.

📋 Description

• Build, structure, and continuously enhance the Europe BNSM service team, which includes hiring, onboarding, and retaining technical talent.

• Define roles, responsibilities, and performance expectations; conduct performance evaluations and coaching sessions.

• Design and implement training programs focused on technical skills, soft skills, and business acumen.

• Create personalized development plans and succession pipelines for team members.

• Promote continuous learning, accountability, and a solution-oriented mindset.

• Lead collaboration across functions with Sales, Applications, and Technical Support teams.

• Manage workforce planning and anticipate future skill requirements.

• Provide coaching to supervisors and engineers on complex technical and customer-related issues.

• Own customer satisfaction metrics, including targets, monitoring efforts, and corrective actions.

• Establish senior-level relationships with key customers in the semiconductor, life sciences, research, and advanced materials sectors.

• Manage escalations for strategic accounts and spearhead root-cause analysis initiatives.

• Transform customer feedback into enhancements for products, services, and support processes.

• Develop a comprehensive support system for European customers.

• Oversee installations, troubleshooting, preventive maintenance, field repairs, training, and post-sales application support.

• Drive penetration and renewals of service contracts in collaboration with Sales.

• Implement structured communication cadences and reviews with customers.

• Own service revenue in relation to annual budget targets and manage operational costs effectively.

• Develop and execute a multi-year service growth strategy for Europe.

• Define, track, and report on Europe service KPIs to the Regional Service Director.

• Partner with Sales leadership on the service go-to-market strategy.

• Optimize spare-parts inventory, logistics, scheduling, and service delivery workflows.

• Participate in global strategy processes and advocate for market requirements.

• Ensure adherence to HR, finance, EHS, and operational policies.

• Lead the annual budget planning process and mid-year forecasting activities.

• Represent Bruker BNSM at industry events and customer technical symposia.

⛳️ Requirements

• Proven experience in building and leading service teams within Europe.

• A minimum of 7 years in a technical service management capacity.

• At least 5 years in field service, with a minimum of 7 years in a management or team leadership role.

• Experience in the capital equipment, semiconductor industry, or scientific instrumentation is preferred.

• Demonstrated success in managing customer relationships with significant accounts in Europe.

• Profound understanding of European business culture, customer expectations, and market dynamics.

• Experience in developing, coaching, and retaining technical professionals.

• Ability to inspire and motivate a team toward achieving ambitious objectives.

• Proven record of owning P&L or revenue targets, driving service revenue growth, and managing operational budgets.

• Exceptional communication skills.

• A hands-on technical background in relevant BNSM product lines is highly preferred.

• Strong theoretical knowledge in physics, electronics, or materials science.

• Willingness and ability to travel domestically across Europe and occasionally internationally.

• A minimum of a Bachelor's degree is required.

• A Master of Science or PhD in Engineering, Physics, Materials Science, or a related scientific discipline is preferred.

• Experience managing service P&L or revenue budgets is strongly preferred.

• Technical certifications in relevant instrumentation platforms are advantageous.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• Comprehensive health and wellness benefits.

• Flexible work arrangements.

• Dynamic and inclusive work environment.