Responsibilities

Accountable to the Field Service Director for Service delivery and strategic support of the client account team. The Area Manager ensures delivery of best-in-class customer support through managing service resources, including managers and individual contributors, within this assigned group to achieve established revenue and profitability goals as well as contractual requirements.

Job Responsibilities:

• Lead partnership with the customer operations leads to deliver on the contractual obligations of customer agreements.

• Partner with customers to understand their service needs and goals to support in the delivery of service and drive custom sales solutions.

• Invest time developing relationships on an individual basis with key customer contacts to assess the customer value drivers at multiple levels of the organization.

• Manage and drive profitable business growth of the service plan for customer accounts.

• Identify key market/customer opportunities for growth and develop metrics and action plans to grow stronger customer relationships.

• Integrate product and service initiatives with resource deployment.

• Coordinate and consolidate a comprehensive analysis of area business and marketplace (e.g., installed base, new placements, support strategy, risks, opportunity to improve service to retain and develop new business) to support the business plan process and establish short- and long-term goals.

• Promote teamwork within the service and sales organization to maximize opportunities for the growth of PerkinElmer.

• Recruit, hires and retain top talent. Proactively and routinely identifies a pool of high potential candidates to fill open and future service positions.

• Coach and motivates. Expand ways to overcome service business challenges and improve performance.

• Train and develop. Identifies ongoing team training to address service support improvement opportunities to reduce costs and maximize profitability.

• Manage performance issues.

• Drives succession planning through active support and deployment of the performance management process.

• Recognize and reward individuals who demonstrate exceptional performance.

Must have the the ability and willingness to travel of up to 50% as necessary relative to geography of region.

Business Development. Manage and drive profitable business growth for designated service territory. Develop multiyear territory business plans. Identify key market/customer opportunities for growth and develop key metrics and action plans to grow deeper customer relationships. Integrate service initiatives with resource deployment. Develop strategies, budgets, and accurate forecasts to execute business plans and deliver on commitments.  Effectively manage headcount and other budgeted expense/revenue plans to improve overall profitability. Coordinate with Sales counterpart to drive strategic business solutions for our customers.  Define and lead execution of account growth and margin expansion actions.

Sales & Service Coordination.  Foster an atmosphere of sales and service teamwork and coordination.  Work with Sales leadership to initiate timely solutions for customer issues and innovate product and service solutions for customers.

Customer relationship management. Strive to set the example for importance of strengthening the relationships and partnerships with customers.  Invest significant time in direct meeting with customers, assessing customer’s level of satisfaction and assessing customer value drivers which can then be translated to service and product offerings while consistently levering PerkinElmer’s portfolio of products.

Service Team Development.  Continue to develop and leverage talent by identifying critical skills and competencies necessary to provide best-in-class customer support.  Develop or redeploy resources as needed to meet business commitments and reinforce PerkinElmer value proposition in the marketplace.  Oversee all staffing decisions to ensure that we are hiring and deploying talent consistent with total customer value strategies. Maintain and deliver on service implemented metrics for service team to meet customer service level agreements.  Recognize and reward individuals who demonstrate exceptional performance.

Succession Planning.  Create a pipeline of talented and knowledgeable individuals, through your leadership, that are “Ready Now” to step into leadership roles within the organization. 

Represent field and customer.  Represent the Americas Field Organization and customer’s views to the business units and the global service and sales support organization.

Basic Qualifications:

• Bachelor's Degree

• 8 plus years of experience in field sales and/or service management

Preferred Qualifications:

• Proficient in Excel, Word, Notes.  Ability to interpret business reports (P/L).

• Familiarity with SAP, DIVER, Business Objects.

• Ability to understand and drive financial results to corporate targets for both revenue and margin growth.

• Strategic hiring / interviewing skills.

• Presentation Skills.

• Background and evidence in use of process improvement tools such as Six Sigma.

• Experience and demonstrate success with customer negotiations and business reviews.

• Strong interpersonal skills and demonstrated ability to lead a team and work independently.
• Excellent motivational, communication (oral/written), presentation and influencing skills.
• Working knowledge of SAP, ServiceMax, Business Objects preferred.