Responsibilities :
Monitor and continuously improve the team lead by group leaders. Monitors team performance, utilization metrics
• Continue to upgrade and leverage talent by identifying critical skills and competencies necessary to provide best-in-class customer support. Develop 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. Strengthen team capabilities through ongoing infusion of resources with multi-vendor talent.
• Create a pipeline of talented and knowledgeable individuals, through your leadership, that are “Ready Now” to step into leadership roles within the organization. Utilize LEAD as a core process for driving performance through
ongoing goal-setting, results measurement, individual and team development and talent identification and deployment.
• Reports to Service Leader any relevant information with regards to the competition in the marketplace.
• Guide and develop the group leaders to gain service revenue and customer focus in their regions.
• Works with the Academy Leader to ensure all team members skills grow to meet customer and install base demand.
• Promote teamwork within the service and sales organization to maximize opportunities for the growth of PerkinElmer
• Actively sells, services, service contracts, service products and support contracts within the region.
• Investigates, within the specified region, customer dissatisfaction and development is provided.
• Ensures that Customer Service Engineers submit documentation correctly completed and within the agreed time scale.
• Communicates regularly all customer leads, concerns and situations to local sales staff and ensures that regional engineers also communicate with sales staff on a frequent basis.
• Responsible for service receivables, negotiating with customers as required.
• Identify problems, provide recommendations, and implement where appropriate, programs to improve the overall efficiency of department and company systems. Ensure adherence to established escalation policies and timelines.
• Ensure regional inventory is properly maintained