Danaher Corporation Field Service Manager - Italy & Israel in Cassina De' Pecchi, Italy
Help us improve access to life-changing therapies that can transform human healthWe are Cytiva, a global provider of technologies and services that advance and accelerate the development and manufacture of therapeutics. Formerly part of GE Healthcare, we have a rich heritage tracing back hundreds of years, and a fresh beginning since 2020.Our customers undertake life-saving activities. These range from fundamental biological research to developing innovative vaccines, biologic drugs, and novel cell and gene therapies. Our job is to supply the tools and services - the pots, pans, soups and sauces - they need to work better, faster and safer, leading to better patient outcomes.We are looking for a Field Service Manager to work with our expert Service team of 400 employees across the world. Do you have a passion for Service? Then we would love to hear from you.
What you’ll do
The Field Service Manager is responsible of customer service delivery in Italy through leadership and development of team in order to reach excellence and create an environment achieving customer loyalty. He/She is also responsible of developing the partnership with the distributors to deliver service in Israel.
He/She is expected to provide leadership in setting and achieving assigned goals in the profitable installation, qualification, maintenance and repair of Cytiva products and the profitable growth of the service contract base. Ultimately, he/she has full operational responsibility for the assigned region & help direct the strategic business decisions to drive growth.
Key Responsibilities/essential functions include:
Manages customer relationships and remain proactive to propose solutions to issues they may face.
Build a strong partnership with distributors.
Be the point of escalation for customers (technical, scheduling ….) and distributors.
Contribute to business growth and deployment and execution of the service strategy across Italy and Israel.
Leverage internal relationship to enhance customer experience and business performance. Serves as the interface between customer and all Cytiva organizations (Sales, Engineering,… ) in the best interests of the customer.
Team & Operations
Be the frontline management of a team of 6 Field Service Engineers.
Accountable for positive leadership to include team development, coaching, career development and performance management.
Promotes a safe working environment and ensures compliance with applicable EHS policies and procedures.
Ensure technical excellence & compliance in the field.
Visit job sites to ensure consistency & quality of Service and interact with customers.
Owns operational processes: Planning, Ensure compliance to contract SLA response times, Corrective repairs, PM completion, validation, overtime management, Tools, Stocks, Field Engineer utilization, Timesheets….
Leads and cultivates a culture of integrity and transparancy.
Provide inputs to the Management and supports implementation of Service initiatives assigned by Senior Management.
Ensure compliance to company policies regarding travel, reporting and time management and all Quality procedures & objectives.
Capacity to develop technical understanding and find information even if not an expert.
Capacity to understand technical questions and issues. Provides guidance and assist FSE’s in building and pushing solutions to technical issues.
Ability to apply the correct resources in the field to find and deliver the appropriate technical solution to the customer.
Evaluate training needs of the field service team.
Effective complaint handling through adequate communication (Service Management, Quality, Technical Support, Sales…), escalation and monitoring of technical issues.
Efficient, planning and scheduling of Field Service Activities and projects by leveraging technical knowledge and customer interaction to determine proper resources, tools, accurate timelines,….
Who you are
Field Service experience in a Bio-Pharma/Life Science industry.
Bachelor’s degree Direct customer relationship experience.
Ability to manage customer relationships and strong commercial mindset.
Ability to develop and execute multiple priorities and approaches to meet objectives.
Exceptional interpersonal skills Strong quality / GMP knowledge.
Knowledge of validation and/or automation is a plus.
Proven leadership and influencing skills.
Direct management of a team is a plus.
Proven ability to effectively communicate.
An inclusive leader that builds a connection to the workforce through personal involvement and trust.
Willingness to travel within your specified geographic region.
Proven ability to influence and drive change through exceptional written and verbal communication skills.
Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals.
Fluent Italian and English.
Who we are
Whatever your role, we bring purpose and challenge into our everyday work. If you are driven to make the world a better place thanks to science and medicine, you’ll feel right at home here. If you’re flexible, curious and relentless, you’ll belong. If you are excited about a global culture, this can be the place to further your career.Want to know more? Experience life at Cytiva on our Careers website, Instagram channel and LinkedIn page!Cytiva is a 3.5 billion USD global life sciences leader with over 7000 associates across 40 countries who are dedicated to our mission to help us improve access to life-changing therapies that transform human health. As a trusted partner to customers that range in scale and scope, Cytiva brings efficiencies to research and manufacturing workflows, ensuring the development, manufacture and delivery of transformative medicines to patients.Cytiva is part of the Danaher family of companies, a global science and technology innovator committed to helping customers solve complex challenges and improving quality of life around the world.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.