Danaher Corporation Field Service Supervisor in Cambridge, United Kingdom
Do you want to help advance scientific discovery, improving quality of life around the world? We do, too.
Molecular Devices has the opportunity to be the innovation partner that empowers scientists to fast-track research breakthroughs, leading to earlier diagnoses and safer drug treatments. We’re a leading life science solutions provider of high-performance bioanalytical measurement systems, software, and consumables. With Molecular Devices, you’ll grow your career with best-in-class teams in a culture of collaboration.
Molecular Devices is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.
The Role of Field Service Supervisor , has direct responsibility for a team of Field Service Engineers who may be based in the UK, Ireland or Nordics. Team has the general responsibility for the repair , maintenance and installation of the companies range of laboratory equipment and GxP services, performing to agreed service levels.
The Service Supervisor is responsible for ensuring the team achieves its goal to deliver on time delivery of services with impeccable quality, and contributes meaningfully to the company’s revenue goals. This role interacts directly with our end-users and is responsible for ensuring a positive customer service experience. The Service Supervisor identifies improvement opportunities and implements sustained corrective actions leading to continuous improvement. This position will involve mentoring and guidance of the Field Service Engineer associates. This position also involves tasks deemed complex, high profile, and/or department critical, including back-up of the Regional Field Service Manager.
Customers and associates internally and externally throughout Molecular Devices (UK) Ltd and the Danaher Corporation e.g. other European Service Managers, Service Administration and Delivery Teams, Regional Sales Account Managers and Field Applications Scientists.
- Service Operations
Expectation is that 50% of his/her time is technical related unless agreed otherwise.
Ensure that day to day operational problems which impact Field Service delivery are identified and resolved through working with the engineers and other internal departmentsField implementation of Technical Service Bullets (TSBs)Ensure team complies with current codes of practice and EH&S requirements,
Drive NPS and NES for service organization
Service Revenues Responsible to achieve planned revenue and profitability targetsThrough the engineer team, safely and consistently deliver excellent customer service and business results, as set by ESD/team objectives.Take measures to actively increase service revenue in the countries (for example service contracts/upgrades/trainings, .…)
Key Account ManagementActively manage service key accounts and support Sales Teams at critical or key account customers in order to ensure first class customer satisfaction.
Complaint ManagementEnsure customer complaints are dealt within agreed time scale and according to Global and Regional escalation processes.
InventoryHelp build, optimize and ensure inventory held in engineers trunk stock is in line with supporting business objectives
DBS/ProcessesBe familiarized with DBS tools (especially PSP, standard work, 5S, daily management). Drive continuous improvement, proactively engage in Kaizen Events and Problem Solving, Ensure the correct use of ServiceMax and any agreed service process.
TendersSupport Tender business as required. Escalate complex tenders to EU Managers
OpexEnsure operating expenditure of team meets requirements. Sign off of expenses
Resource Planning and DeploymentInitiate and escalate need for additional or DRA resources. Indicate overcapacity
Training & CoachingEnsure required skill level of engineers. Coaching and development of engineers, including: technical/product competence, customer interactions, core behaviours, business processes/administration and performance.
RecruitingAct as hiring manager, consider D&I in hiring
Performance Management/ DevelopmentDeliver biannual reviews of engineer performance and behaviors in line with company policy, monitor achievements of objectives and development plan, proactively manage performance issues, if needed hold disciplinary meetings together with HR
CommunicationEnsure at least monthly regular communication of all kinds of updates
Putting training plans for new hires together and mentor new hires
Monthly reportingSupport reports. Provide forecasts, analyze data and draw conclusions
Interface to Service AdministrationClose liaison to Service Administration team in order to ensure support according to service level agreements.
Interface to SalesClose liaison with sales teams in order to ensure support according to service agreements.
Willingness to accept individual service related projects as required
CULTURE: The right candidate for this role will embody both the Molecular Devices and Danaher culture. Below are key attributes this candidate will possess.
Analytical. This leader seeks out facts and evaluates relationships and dependencies.
Results-driven. Demonstrating initiative and personal accountability to meet work demands according to highest standards, while being able to prioritize and balance competing needs, will be key to success.
Both a competitive and team player. This individual speaks to results yet gives credit to the team.
Humble and self-aware. Helping drive a culture of respect across all associates, functions and levels while championing D&I and focusing on results is a must. This candidate understands their personal areas of development and actively works on weaknesses.
Clear communicator. Strong experience in developing effective internal communications and a clear, succinct style is desired.
As one of the smaller Danaher Operating Companies, we have many opportunities to develop collaborations across different functions. There is a real ‘family feel’ at Molecular Devices, with associates building strong working relationships with colleagues, whilst at the same time having a feeling of belonging to a bigger organization.
Modern virtual working approach in an exciting international environment
We offer flexible working hours and remote working where possible.
Equal Treatment in Career Opportunities,
Gender Equal pay
Active Diversity and Inclusion Council (awareness of D&I, such as PRIDE roundtable sessions, International Women’s Day, Black History Month...)
Employer pension contribution
Group Income Protection
Well Being Program:
We want you to be at your best both on and off the job. This means not only rewarding you for your contributions to our organization, but also providing the support you need to live a happy, healthy, fulfilling life outside of work.
We do care about your ergonomic work space
Should your life get out of balance, the free Employee Assist Program (EAP) is available to you in the areas of questions about handling stress, maintaining relationships, dealing with work-related issues, coping with loneliness and improving communication.
Danaher is a company that believes in continuous improvement — it is at the core of how we lead and operate our businesses. Whether refining our processes, our tools, or our products, the theme of evolution and getting better is fundamental to our DNA.
When you join the team, we will support your early days with a structured onboarding plan and a mentoring program. You are not left alone.
By joining Molecular Devices you will have access to our great internal training courses and be part of our Development for Growth Program.
You will also enjoy the advantages of the internal job platform DanaherGO.
Early career programs, structured development processes, mentoring and coaching schemes, internships
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.