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Key Account Service Manager

in Remote Location

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Job Description Job Attributes+

  • Req. ID

    R3928

  • Organization

    Life Science

  • Job Category

    Sales

  • Job Type

    Full time

  • Job Location

    Remote Location

Overview

The Key Account Service Manager manages the coordination of technical and administrative support activities including but not limited to: Product Installation & Validation, Corrective & Preventive maintenance, Engineering change control, product upgrades & CiP initiatives. All of which to be performed at key identified client accounts. They will ensure adequate records and systems are maintained and controlled, schedule personnel in order to respond to critical situations.  They maintain & support the communication with design management and specialists in resolving technical & customer high value problems and/or bringing problems to the design department’s attention.  Single point of contact and direct customer facing representative of Brooks Service and Service production support organization.  Key member of the Global service management organization.

WHAT YOU’LL DO:

  • Responsible for budgeting, planning, organizing, integrating, coordinating, and controlling the activities of, typically, a department, section, and/or functional area.
  • Work may be accomplished through subordinate supervisors or direct management of employees.
  • Accountable for results in terms of costs, budgets, operational goals, and employees.
  • Developing an understanding of overall Brooks’ businesses and the industry.
  • Develops resolutions to diverse and complex problems often requiring creativity.
  • Exercises judgment within generally defined practices and policies in selecting methods and techniques for arriving at solutions.
  • Decisions usually follow established policy and precedents and apply to issues and problems affecting immediate group.
  • Accountable for achieving the annual goals and objectives assigned to the department or section as aligned with the global Service AoP and Business KPI’s
  • Goals may be of financial, product or service, and/or human resources nature.

WHAT WE’RE LOOKING FOR:

  • Possess a comprehensive technical knowledge of the function, business, and/or department being managed, along with developing managerial skills necessary to successfully manage a department.
  • Exceptional interpersonal skills with the ability to provide compassionate, empathetic responses and solutions to complex problems.
  • Proven Field Service and Service operational leadership experience.
  • The ability to independently provide accurate resolutions to a variety of problems.
  • Highly proficient in verbal communications, including strong written and phone skills.
  • A natural interest in mechanical and technical systems.
  • Ability to translate complex ideas into easily understood descriptions.
  • Strong customer facing skills promoting a customer first methodology.
  • Built and enhance overall customer experience
  • Responsibility for the development and execution of the full product portfolio within Key Customer accounts
  • Ability to articulate issues and business opportunities with relevant customers to secure long term strategic business opportunities & success
  • Must have a demonstrable track record of previous success developing and growing a successful customer facing service org within a strategic Key Customer Account role.

EDUCATION / EXPERIENCE

  • Bachelor’s or advanced degree with significant experience necessary to possess an in-depth understanding of the technologies, functions, business, industry, and the Company.
  • Minimum 4 years of experience, preferably in field service and leading a team of Field Service Engineers
  • Industry experience in life science, healthcare, medical device, or pharma related industry is a plus
  • Proven Service delivery and Customer management background with an ability to demonstrate actual service delivery case experience.
  • Strong Leadership skills and ability to drive and empower teams
  • Responsibility for the development and execution of the full product portfolio within the area within given business unit
  • Experienced delivering change initiatives and facilitating change in a customer focused organization
  • Advanced Excel and PowerPoint skills Oracle ERP CRM and SFDC
  • Full, clean Driver's License
  • Current and Valid international Passport

EOE  M/F/Disabled/VET

JOB LOCATION

Brooks

Remote,   

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    "I have been blessed with excellent managers at Brooks that have helped me develop professionally and personally. Every day here at Brooks I have an opportunity to make a difference. It is very rewarding working at a company that is committed to excellence for our customers and truly cares about its employees and the community."

    I’ve been working at GENEWIZ, a Brooks Life Sciences Company, for over 10 years across 4 different departments, and this has been a great place to grow my career and develop new skills. The environment is highly collaborative and team-oriented, with a strong focus on customer service. I would strongly recommend GENEWIZ to any prospective employee as an excellent place to work!

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    “It has been fun to be a part of an organization which is growing and adding new products which are truly novel and support an unmet market need. It is a dynamic culture with a lot of opportunity to contribute and grow professionally.”

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