Service team leader

Service Team Lead Salary: GBP60k - GBP70k + Bonus + Vehicle + Benefits Location: Berkshire (Remote Hybrid) nGenium is currently seeking a dynamic and experienced Service Team Lead for our client a leading Life Sciences OEM. As a Service Team Lead, you will play a crucial role in overseeing and coordinating service delivery activities within the UK, both directly and indirectly through the coordination of your team. This is a field-based role with a focus on ensuring customer satisfaction, service quality, productivity, and profitability. Key Responsibilities: Coordinate and supervise Preventative Maintenance activities to ensure timely completion. Attain service metrics and operational goals set by the service department. Uphold and enhance customer satisfaction, service quality, productivity, and profitability. Offer optimal service support for instruments and customers, taking into account economic factors and contractual obligations. Arrange instrument installations, maintenance, troubleshooting, repairs, and other service support tasks as needed. Resolve customer issues to maximize instrument availability and functionality. Support sustainable and ethical business growth initiatives. Manage and optimize personal stock levels of staff. Ensure timely completion of all reporting duties, including compiling statistics and presentations. Strategically plan resources and monitor employee productivity. Coach employees to comprehend and adhere to service processes and protocols. Escalate issues regarding customer complaints surpassing deadlines and critical incidents. Collaborate with Service Management and other departments. Execute, delegate, and oversee service orders according to established criteria and priorities. Support sales representatives and their sales endeavours. Generate and back quotations for various service activities and contribute to sales proposals. Implement strategies to address customer dissatisfaction concerns. Conduct visits to key customers to nurture strong partnerships. Provide support for quality assurance-related tasks. Undertake additional responsibilities in other geographical areas as assigned. Address challenging service situations and customer grievances through appropriate escalation channels. Ensure adherence to company values, code of conduct, and business processes. Manage correspondence and perform other administrative duties associated with the role. A Suitable Service Team Lead would need: Extensive experience as an engineer/manager in the medical devices or life sciences industry. Good educational background in engineering or science. Full UK right to work. Excellent communication and people management skills. If this Service Team Lead opportunity is of interest, or for any laboratory and scientific instrumentation recruitment, please contact Nathan Read