Tecan is a leading company in the fast growing global life science supply industry. We are specialized in the development, production and distribution of automation solutions for laboratories in the market segments life sciences, clinical diagnostics and forensics. Founded in Switzerland in 1980, the company has manufacturing, research and development sites in Europe and North America and maintains a global sales and service network in 52 countries.
 

We are seeking a Service Team Leader UK

This is a field-based role, covering the UK, accountable for the service delivery within the UK both directly and indirectly (with co-ordination of your team).  You will need to organise, direct and monitor all activities within the UK Service Engineering team, contribute to delivering and optimizing service delivery as a customer orientated Profit-Center. 

• To deliver and coordinate Preventative Maintenance activities on time.

• Liaise with Helpdesk and Expertline ensuring that customer response times are met through to completion.

• Achieve service metrics as well as the operational objectives of the service department.

• Maintain and optimize customer satisfaction, service quality, productivity and profitability.

• Provide optimum service support for instruments and customers with consideration of economic criteria and contractual obligations.

• Organise instrument installations, maintenance, trouble shooting, repairs and other service support activities as required.

• Solve customer problems and ensure maximum availability and functionality of the instruments.

• Support the growth of the business in a sustainable and ethical manner.

What you will do / Responsibilities will include:

As a UK Service Team Leader you will have a varied & dynamic role, responsible for managing a team of approximately 10 service engineers.

Your key tasks and activities will include:  

• Monitoring and optimizing personal stock levels of staff
• To ensure that all reporting tasks including compiling statistics and presentations are met
• Resource planning and monitoring productivity of employees
• Coaching employees to understand and follow given service processes and procedures
• Escalate issues in connection with customer complaints exceeding deadlines and other critical occurrences.
• Communicate and cooperate with the Service Management T-EU, with other department, with manfacturers and suppliers.
• Participate in meetings, conferences, workshops and trainings
• Perform, delegate and monitor the execution of service orders of any kind according to their criteria, shortest response time, minimum travel costs and set priorities.
• Support sales representatives and their sales efforts
• Create and support quotations for all types of service activities and provide inputs and assistance to Sales for their Sales proposals.
• Create and implement plans to resolve customer dissatisfaction issues
• Visit key customers in territory to ensure strong working relationships
• Support and perform quality assurance related activities.
• Accept and/or initiate supporting task in other geographical area as well as abroad
• Escalation of challenging service situations and customer dissatisfaction
• Ensuring compliane to Company values, code of conduct and compliance of business processes.
• Positive engagement with other territories, the regional sales and service team, marketing and product management.
• Embodies Tecan’s values of Ambition Highest Standards and Trust.
• Handle correspondence and other administrative tasks in connection with the position
• Accept other tasks as directed.

What you bring along:

• Life Science domain knowledge
• Ability to recognize and solve potential problem areas demonstrating business safety and integrity
• Ability to communicate and understand the needs of the internal and external clients
• Ability to work well under pressure
• Willingness to travel
• Procure all relevant information required to perform all prescribed duties
• Direct and instruct all assigned service employees.

What makes working at Tecan unique

• The chance to make it count and to have an inpact on the world of tomorrow
• Working in an international and diverse environment
• The chance to grow your career within the company
• Feel empowered by our strong and unique company culture
• Comprehensive compensation and benefits package
• Wide range of training courses

Join Tecan, a great place to work! Read about our recent certification from Great Place to Work.  Tecan  Great Place to Work Switzerland

Look no further and apply now!

Please submit your resume and covering letter if required to Debbi Cook, HR and Office Manager.  Debbi.cook@tecan.com

Tecan UK Ltd, Theale Court, 11-13 High Street, Theale, Reading, RG7 5AH, UK

www.tecan.com

Our purpose.

At Tecan we are driven to improve people’s lives and health. We do this by empowering our customers to scale healthcare innovation globally from life science to the clinic. We collaborate with our customers from early-stage innovation through project implementation and beyond. We deliver the products, services and solutions that make lab processes and medical procedures precise, reproducible and compliant.

Stay unique and make it count.

Our values - trust, highest standards and ambition - are the cornerstones of our business and provide the framework for Tecan's culture. We foster a positive and empowering environment where our rarest assets, our unique employees, can grow and bring their passion and talent to work.