Regional Field Service Leader Emea - Lichtenfels, Deutschland - General Electric

General Electric

Geprüftes Unternehmen

Lichtenfels, Deutschland

vor 3 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

Job Description Summary:

As our EMEA Leader you will manage, direct and oversee the Field Service organization of GE Additive and be accountable for all resources and logistics required to perform high-quality service and maintenance activities on customers' site including after-sales customer relationship management.

These activities include all types of machine installations and maintenance services (preventive and break fixes).

In addition you will collaborate with Service Fulfillment, Product Support Engineering, Program and Customer Project Management owners within GE Additive as well as regional Customer Support Team and Commercial/ Sales owners to drive results.

The role has high level of autonomy, requiring high levels of operational judgment.

Roles and Responsibilities

Manage daily operational and tactical field service activities for the service technicians
Strongly connect to regional customers and their needs, share insights, commercial and technical feedback with relevant stakeholders inside the Customer Service org
Prepare capacity plans, coordinate with customers' needs, observe customer service agreements and defined response times
Define, document and manage processes for all planned events (e.g., machine installations and preventive maintenance) for the region
Lead kickoff meetings and complete client communication and engagement plan for installation projects and schedule events
Ensure that new machines are installed timely, and SAT signed according to plan
Prepare capacity plans, coordinate with customers' needs, observe customer service agreements and defined response times
Monitor and manage costs of team activities vs. forecast and planned financial results
Identify cost drivers, efficiency potentials and revenue opportunities of Regional Field Service Team, help to increase profitability of service contracts
Help to improve efficiency, processes and profit margin within Customer Service org
Lay strong focus on people management, retention and development of talent to strengthen the Customer Service talent pool and identify Service talent for further development also beyond the Field Service Team Cluster
Develop a strong understanding of the regional Additive Manufacturing market and existing/ upcoming competitors, observe best practices and competitive advantages and align with Functional Management and Customer Support Leadership on ways to improve GE Additive and employer brand per region
Align efforts with GE Additive growth initiatives and key strategies and loop back what works, what not and how it can be improved constructively moving forward
Function as an escalation point for all field servicerelated matters and drive internal escalations and conflicts constructively, build bridges, help to find solutions that work for our customers
Develop capacity plan for staffing needs anticipating regional demand and resource gaps
Maintain close connectivity inside the Customer Service org with key stakeholders
Maintain connectivity with other business units within GE Additive, including Commercial/ Sales and Engineering

Required Qualifications

This role requires significant experience in the regional Services leadership of medium sized to large teams
Bachelor's degree with relevant experience in Customer Service
Leadership experience, preferable including managing remote teams and strong interpersonal skills
Individual should be able to interact and develop relationships with the sales department, customers and management
Fluency in English, any other Language skills eg. German or Swedish are a big plus

Desired Characteristics

Dynamic and passionate with a strong teamwork mentality
Ability to identify problems and provide good solutions for the same
Resultoriented approach
High working integrity

At GE Additive, we continue to work every day to bring the transformative power of advanced manufacturing to businesses around the globe.

Through our own extensive experience incorporating additive technologies into our production process, we recognize the value and possibilities it brings to modern design and manufacturing challenges.

If you're interested in working within additive manufacturing and looking for a placement rich with challenges and unlimited opportunities for growth and development, then join GE.

GE Additive is an Equal Opportunity Employer where inclusion matters.

Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE supports and encourages flexible working arrangements, where possible, and recognizes the benefits to employees of having a positive work-life balance.

Additional Information:

Relocation Assistance Provided:
No