Summary: Brooks Life Science division is the leading worldwide provider of automated compound and biological sample storage and management, Brooks focuses on retaining long-term sample integrity, data storage and security. With the largest installed base and support network for automated sample management systems, Brooks has more than 180 systems worldwide, including installations in all of the top 20 global pharmaceutical and biotechnology companies. From standardized benchtop systems, to the world’s largest custom installations, Brooks is the name scientists rely on.
We are looking for a Director of Field Service to manage the North America life science service organization. This role will provide complete customer service support by building customer confidence and enhancing the companies service reputation. Manage and lead all aspects of Field Service Engineers and Technical Support Engineers. Independently drive activities and develop procedures and policies to improve the quality of the service organization. Meet and support organizational goals and objectives within the service organization. Drive service business growth and prepare performance and operational metrics/reports.
Responsibilities: This role is responsible for the overall management of the North America service organization and provides front line support for Brooks Life Science Systems products and customers. Provides high quality support and drives continuous improvement in customer service and organizational development. Manages the rapid, efficient and reliable trouble shooting and repair of products. Engages with the engineering, software, and manufacturing groups to ensure customer needs are met. Ensures product performance data is captured, analyzed and reported internally to the appropriate organizations. Manages maintenance, repair, enhancements, relocations and update activity in the field. Ensures contract and warranty obligations are met in a timely and efficient manner. Visits customers to ensure a positive customer experience and promote service products. Responsible for ensuring a positive customer experience. Other tasks as assigned by management.
Required Skills: Bachelor’s or Associate’s degree with an emphasis in engineering or technical discipline. 5-7 years experience as a proven Service Manager or equivalent position. Minimum of 3 years experienced with electrical, mechanical, and/or refrigeration field service and technical support. Outstanding PC skills, including MS-Windows, Office and Oracle. Driven and self motivated requiring minimal managerial direction. Demonstrates a high degree of initiative and ability to influence those outside of direct control to meet company/organizational goals. Ability to work well under pressure, manage time and multi-task. A team player with the ability to lead and manage team members. Demonstrated skills in meeting deadlines and completing tasks. Capable of using data to manage organization and achieve results. High level of commitment to driving organizational change and continuous improvement. Professional phone etiquette and experience working directly with customers. Excellent written and oral communication skills. A desire to make positive contributions to the company. Ability to travel up to 30% of the time within the US (occasional international travel).