Team Lead Service (m/w/d)

Overview

As one of the world's leading analytical instrumentation companies, Bruker covers a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, accelerate time-to-market and support industries in successfully enhancing quality of life. We've been driving innovation in analytical instrumentation for 50 years now. Today, worldwide more than 11,000 employees are working on this permanent challenge, at over 90 locations on all continents.

 

The position of the Team Lead Service (m/f/d) is home office based, preferably around Rome. Good travel connections, as well for international travel will be important.

 

This function is to organise a high quality service support experience in all aspects of the company’s products and internal SOP's.

 

The primary objective is to be an efficient and effective Team lead enabling the delivery of highly competent, effective and focused solution support to the customer base to achieve maximum customer satisfaction and to further the professional image of the Company.

 

Activities will cover the complete range of Mass Spec products manufactured or represented by the Company. Specialism in certain products, technologies or ranges may form an additional responsibility that will make use of acquired skills and experience. Accurate record keeping and timely submission of documentation is pre-requisite.

 

Duties will be carried out mainly in Italy, however it is expected that requirements to provide field service support on customers’ premises abroad or at the factory will be significant.

 

The position reports to the Region Service Manager, who will agree expectations, offer guidance as necessary and provide framework support. Day-to-day priorities will be set by the Service Manager and helpdesk team. 

 

Please provide your CV in English.

Responsibilities

• Maintain high-quality customer relationships
• Coordinate daily service team activities, including workload distribution
• Plan installations and coordinate hotline operations
• Ensure transmission of factory information to the team
• Support strategic project deployment
• Provide support to Key Accounts and ensure service performance on-site
• Actively manage escalations and customer complaints
• Participating in commercial/strategic decisions during complex situations
• Ensure smooth onboarding of new team members and contribute setting up training plans
• Approve vacations and expense reports
• Support recruitment process, time tracking, training, and development of team members
• Ensure compliance with company rules and address deviations
• Drive service performance and continuous improvement
• Share downward information and escalate ideas/suggestions
• Frequent travel within Italy is an essential part of the job. Travel to customer sites abroad can occur, especially within Europe.

Qualifications

• Master's degree in Electronic Engineering, Biology or Biotechnology or Bio-Chemistry or in a similar area
• Solid technical or scientific background gained in industry or academia with proven ability of continous learning in a rapidly advancing technological area
• 5-6 years of experience in Field service work and ability to build relationships through inspiring trust and confidence
• 3 years of management experience
• Capacity to take responsibility for the complete installation and commissioning of sophisticated instrumentation and to instruct users in its basic operation
• Ability to diagnose causes of malfunction and to actively resolve customers’ service problems.
• Good computer literacy, including familiarity with data system hardware and industry standard operating systems.
• Ability to communicate effectively at all levels with good spoken and written English and Italian
• A current driving license, valid in Italy
• No visa restriction preventing travel in the USA or EU.

 

 

CompensationSalary Minimum: 43,000 EURSalary Maximum: 62,700 EURThe actual salary offered will be based on experience, skills, qualifications, market / business considerations, and geographic location.