Responsible for providing high-quality service support to customers in Italy by leading the day-to-day activities of a team of around 10 service engineers.Main ResponsibilitiesEnsure the delivery of best-in-class customer support, including service level delivery, preventive maintenance, product solutions, customer and sales organization relationships, laboratory services, and parts inventories through effective resource planning, deployment, and field administration.Lead field service engineers across Italy to ensure the best customer experience.Develop a thorough understanding of customers, their businesses, and the processes and instruments used to meet their goals.Set objectives for service engineers, conduct regular reviews, coach staff, and ensure adequate training and development.Support talent development actively.Maintain ongoing communication with the Service leader and peers to understand and manage resource availability and limitations.Collaborate with the service delivery leaders and direct manager to ensure resources are deployed effectively according to customer obligations.Build relationships with customers to understand their business needs and laboratory processes, positioning our products accordingly. Report opportunities to expand relationships and grow service revenue.Monitor field service work and vacation planning, ensuring internal processes are followed.Report on competitors and trends relevant to the growth strategy for the service business.Ensure customer satisfaction and fulfillment of Revvity's contractual obligations, working closely with Customer Care.Ensure documentation submitted by service engineers is accurate and timely.Act as the contact point for complaint management, service offers, contracts, and instrument upgrades.Communicate regularly with sales staff regarding customer leads, concerns, and situations, and ensure regional engineers do the same.Drive operational excellence through KPIs.Engage in sales strategies for consumables, training, OQ, and other billable services.Your Profile6 to 10 years of successful field service experience, including repairs, on-site maintenance, validation, and installation of laboratory instruments.Bachelor’s degree or equivalent in biology, chemistry, physics, electronics, or related fields.Previous experience in a supervisory or team leader role with team-building skills.Strong interpersonal, strategic thinking, and analytical skills.Understanding of Revvity's business and service offerings is a plus.Assertive, results-oriented, innovative, with a strong bias for action and ability to meet deadlines.Fluent in Italian with good English reading, writing, and presentation skills.Sales acumen, proactive, with a can-do attitude.Knowledge of laboratory safety practices such as GxP and GMP.Proficient in Excel, Word, Notes; able to interpret business reports (P/L).Valid driver’s license and willingness to travel.What We OfferA work environment in a hi-tech, innovative, team-oriented, energetic, and scientific setting.Career development opportunities across multiple business areas.Attractive compensation and performance bonuses.Recognition and referral awards.
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