Field Service Manager

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Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit.

Directs the coordination of technical and administrative support activities including repair, preventative maintenance, and engineering change upgrades in order to provide the highest level of service, maximize customer satisfaction and achieve financial objectives.

• Provides directions for the delivery of pre- and post-sales services and support to customers.
• Participates in the resolution of customer concerns and defining and developing a customer contact strategy.
• Ensures adequate records and systems are maintained. Schedules personnel responding to critical situations.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer.
• Manages a profit and loss center.

Performs all required management responsibilities including but not limited to:

• Implementing the company's policies, programs, and guidelines; ensuring employee productivity and growth; managing resources; knowing Varian's business; and maintaining functional, technical, and external market awareness necessary for managing immediate organization.
• Cooperate with other departments (local Sales, Installation, Applications, Order Processing, Product Support, Manufacturing, etc.) and provide them the necessary support to provide them the best service and maintenance services and optimize customer relations.
• Manage customer relations in all service and maintenance matters (service requests, contractual services, emergencies), to ensure customers can operate their VMS equipment according to technical and safety guidelines with the highest level of satisfaction.
• Establish service budgets and monitor financial performance, to ensure service revenue objectives are achieved within agreed budgets and with maximum cost effectiveness.
• Manage the regular reporting of all service information (records of service visits, technical problems, actions taken and parts employed), to ensure accurate updated customer maintenance information is available to all VMS parties.
• Direct the analysis of customer data and the ordering of stock and spare parts, to ensure all materials are available for scheduled and emergency service and maintenance activities within the agreed budgets.

Minimum Required Skills and Knowledge:

• Bachelor’s Degree or equivalent 5 years of related experience. One year of management experience or supervisory equivalent
• Ability, competence, and confidence to lead people. Effective interpersonal skills. Fluency in the local language and in English, both written and spoken.

Other Desired Skills and Knowledge:

• Sound understanding and application of contract structuring, composition, and contract negotiation. Sound understanding and experience in establishing quotations, costing for jobs, monitoring costs, and following up on execution.

Required Certifications and Training:

• Obtains and completes LMS training plan specific to assigned responsibility.

Experience Level with Business Tools:

• Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint.
• Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired.

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