Regional Service Manager – West Region

at  ZEISS Group

What you’ll be doing.

As a Regional Service Manager – West within the RMS Service department at ZEISS, you will lead a dedicated team of Field Service Engineers, Technical Product Specialists, and Technical Support Engineers. Your focus will be on delivering exceptional customer service while continuously improving team performance and fostering a culture of teamwork.

• Manage and mentor a team to ensure high levels of customer satisfaction, utilizing feedback and Net Promoter Scores.
• Drive performance improvements measured by key metrics such as Mean Time To Repair (MTTR) and First Time Fix Rate (FTFR).
• Provide first-level escalation support for customer issues, resolving cases under £25,000 personally.
• Ensure timely completion of repairs and preventive maintenance.
• Champion a “Remote First” approach, enhancing remote resolutions achieved by the team.
• Contribute to the implementation of the next-generation Salesforce CRM system, ensuring team readiness for its Go-Live Date in Spring 2025.
• Maintain behavioural standards and disciplinary oversight for all team members.
• Oversee training, development, and appraisals of team members to ensure continuous skill advancement.
• Optimize stock management to balance customer satisfaction and local stock value.
• Ensure compliance with health and safety policies while addressing any contentious issues as they arise.

Key Requirements

• Proven experience in service management, preferably in a technical or engineering environment.
• Strong leadership skills with a focus on team motivation and performance improvement.
• Excellent communication and interpersonal skills to foster customer and team relationships.
• Strong problem-solving abilities and experience in conflict resolution.
• Familiarity with Salesforce or similar CRM systems is desirable.
• Understanding of financial metrics related to service performance (e.g., revenue, working capital).

Location

• Field / Home office-based; reporting to Cambourne Head Office.
• This role will involve some international travel, including stays away from home to spend sufficient time with team members, customers, and colleagues.
• Additional travel may be necessary to attend meetings and training courses (e.g., Germany, USA).

We want you!
With motivation and passion, you’ll fit right in at ZEISS!
We’re looking for individuals who are empathetic, driven, and committed to achieving their goals. If you thrive on challenging tasks, deliver top performance, and are eager to develop your skills while making a meaningful impact, we want to hear from you!
If you are ready to take on this exciting opportunity within the Research Microscopy Solutions (RMS) department and enjoy great employee benefits along with career development opportunities, then get in touch!
Your ZEISS Recruiting Team:
Ila Thompson, James Lawn, Kate Benyon, Natarlee Lawrence, Suya Rolp

Please refer the Job description for details