Service Performance Manager
Bruker is enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker’s high performance scientific instruments and high value analytical and diagnostic solutions enable scientists to explore life and materials at molecular, cellular, and microscopic levels. In close cooperation with our customers, Bruker is enabling innovation, improved productivity, and customer success in life science molecular and cell biology research, in applied and pharma applications, in microscopy and nanoanalysis, as well as in industrial applications. Today, worldwide more than 8500 employees are working on this permanent challenge at over 90 locations.
Please visit www.bruker.com
Service Performance Manager (m/f/d)
At our Bruker Daltonics HQ in Bremen/ remote we are looking for a Service Performance Manager EMEA (m/f/d).
Responsibilities
The function of the Service Performance Manager EMEA is to analyse and control all Service relevant KPI and established processes applied to and released for the EMEA Field Service Department. You will have a major and direct influence on the work attitude, process adherence and organization development. Root cause analysis, process analysis as well with neighbouring departments will be a key task, e.g. with order processing, supply chain management, field application support.
Main objectives/ task of the role:
- Constant KPI control and process adherence
- Work fluently on both platforms, Salesforce and Power BI
- Review all existing KPIs and suggest improvements and corrections where required
- Provide root cause analysis for measured KPI target violations
- Build trustful relationships with local service management
- Build solid and positive relationship to all EMEA Service managers and team leaders
- Responsible for finance objectives
- Review revenue recognition stakeholder input and timely processing of their part of the process. Control process adherence.
- Analyse rules for revenue recognition in Service vs revenue recognition on products.
- Consult regional management on observed glitches and point on process inconsistencies
Responsible for reporting to EMEA Service Management
Analyze and follow up on Key Performance Indicators
Work closely with EMEA Service Management to leverage KPI violations
Assist with the implementation of common working rules
Attend and participate actively in service management meetings
Deliver new ideas, initiatives in order to improve overall Service deliveries and team performance
Qualifications
- A degree level engineering qualification (or equivalent) or be able to demonstrate a similar level of knowledge and skill gained by practical experience
- A proven skill set in business analytics will be granting faster success in this role
- A good spoken and written English; additional European language is a plus, e.g French, German, Spanish
- A current valid driving license and no visa or other restriction preventing travel in the USA or EU
- Understanding and experience with Salesforce / PowerBI is a clear plus. As well other CRM platform experience will be useful
- Demonstrable ability to motivate others and contribute to the organisation of a large team of skilled individuals
- Very good personnel skills
- Willingness to expand personal efforts to meet and exceed expectations
- Good computer literacy, especially with regard to documentation and presentation
- Personable, approachable and able to communicate easily and effectively at all levels
- Have excellent skills in number analysis and number interpretation
- A high standard of personal presentation.
- Ability to explain partly abstract data with patience and enthusiasm such that people with different expertise are able to understand and follow
