Service Leader - Italy

Purpose
Responsible for the provision of high-quality service support to customers in Italy by leading the day-to-day activities of team of around 10 service engineers. 

This will be accomplished through leadership, effective deployment of resources, acquisition of talent and execution of business strategy.  The position will require the Service Leader to adopt an agile mindset in order to respond to changes in the market/customers and mobilise resources accordingly.

Key Responsibilities

SERVICE TEAM LEADERSHIP AND DEPLOYMENT

• Continue to upgrade and leverage talent by identifying critical skills and competencies necessary to provide best-in-class customer support.  
• Develop, cross training or redeploy resources as needed to meet business commitments and reinforce Revvity value proposition in the marketplace.  
• Oversee all staffing decisions to ensure that we are hiring and deploying talent consistent with total customer value strategies. 
• Leverage the Performance Management process to develop and utilize operational performance measures to ensure most efficient deployment of team resources with a relentless focus on process improvement. 
• Recognize and reward individuals who demonstrate exceptional performance. 
• Create a pipeline of talented and knowledgeable individuals, through leadership, that are “Ready Now” to step into leadership roles within the organization. Utilize Succession planning as a core process for driving performance through ongoing goal setting, results measurement, individual and team development and talent identification and deployment. 

TECHNICAL EXPERTISE

• Stay abreast of technological advancements in instrumentation and related servicing methodologies and ensure Service team educated accordingly.
• Collaborate with product development teams to communicate customer feedback and contribute to the enhancement of product reliability and performance.

CUSTOMER RELATIONSHIP MANAGEMENT

• Strive to set the example for importance of strengthening the relationships and partnerships with customers. 
• Be responsible for the customer satisfaction for all aftermarket interactions with customers. 
• Invest significant time in direct meeting with customers, assessing customer’s level of satisfaction and assessing customer value drivers which can then be translated to service and product offerings.
• Build and maintain strong relationships with key stakeholders and decision-makers.
• Act as the primary point of contact for escalated service issues, working closely with customers to resolve challenges and exceed their expectations. 

SALES AND SERVICE COORDINATION

• Foster an atmosphere of sales and service teamwork and coordination.  
• Work with Sales leadership to initiate timely solutions for customer issues and innovate product and service solutions for customers. 
• Represent the Service Delivery Organization and customer’s views to the business units and the global service and sales support organization.

BUSINESS DEVELOPMENT

• Manage and drive profitable business growth for designated service territory. 
• Develop three-year territory business plan that links to overall business plan. 
• Identify key market/customer opportunities for growth and develop key metrics and action plans to grow deeper customer relationships. 
• Integrate service initiatives with resource deployment. 
• Develop strategies, budgets and accurate forecasts to execute business plans and deliver on commitments.
• Effectively manage headcount and other budgeted expense/revenue plans. 
• Contribute to support finances department for the forecast, and cash collection process. 
• Coordinate with Sales counterpart to drive strategic business solutions for our customers.

COMPLIANCE AND QUALITY ASSURANCE

• Ensure compliance with regulatory standards and company policies related to service operations, including safety protocols and quality management systems.
• Uphold service quality standards and identify areas for enhancement.
• Implement corrective and preventive actions to address any non-conformities and minimize service disruptions.

Requested Competences

• Bachelor’s degree or Equivalent Engineering Qualification
• Proven experience in a leadership role with a focus on service delivery.
• Strong technical acumen and familiarity with Life Science & Diagnostics instrumentation, together with strong applicable industry knowledge.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Proven track record in leading a team (ideally in Europe) with the ability to inspire and engage in pursuit of delivering against outstanding results.
• Flexible and creative mindset to thrive in a fast-paced environment and adapt to changing priorities and customer needs.
• Excellent problem-solving skills and high attention to detail
• Strategic agility with the ability to focus on the “here and now” whilst delivering on the longer-term strategic aims of the business.

For the purpose of covering this role, consideration will also be given to individuals belonging to “categorie protette” according to art.1 law 68/1999 (Italy)

#LI-EMEA