EMEA Service Director (d/f/m)

For over 175 years, Leica Microsystems has helped shape the future by developing ground-breaking optical and digital solutions. As a global leader, we’re driven by continuous improvement to excite our customers and to create the best work environment for our people. Customer focus, innovation, and teamwork are at the core of our culture and the foundation of our success.  

Leica Microsystems is one of the market leaders in the fields of microscopy, imaging, and analysis. We reveal the invisible and empower our customers to create a better and healthier world. Together with our customers, we transform scientific discovery. We empower surgeons to take well-informed decisions in life-changing procedures. We enable users to gain insights which help answer key questions concerning development and engineering. All of this is achieved with the combination of cutting-edge microscopes and AI-based image analysis.  

Want to be part of a company whose products are part of cutting-edge research around the world? Join Leica Microsystems in our commitment for brilliant solutions and insight. 

Leica Microsystems is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health. 

We currently offer the following position in our office in any major European location (Germany, UK, Italy) which will be REMOTE. 

Service Director, EMEA 

Come join a fantastic team! Are you passionate about building, developing and managing an organization that strives to be best in class? Do you enjoy excelling in customer satisfaction and improving quality by driving to the root cause of product and process issues? We are seeking a leader who is skilled at building and maintaining relationships at all levels and across functions, coaching, negotiating, resolving conflicts, team building, and more!. 

YOUR RESPONSIBILITIES 

• The LMS EMEA Service Director is responsible for managing all LMS Field Operations related to Service including (but not limited to) the profitable growth of service revenue, installation of all new and demonstration equipment in EMEA, service contract field repairs / refurbishment within the terms of service level agreements, demand service and warranty repairs. 

• Manage and oversee an organisation with 120 staff, consisting of Field Service Managers, Field Service Engineers, Customer Service Delivery and a Service Contract Sales organisation to ensure satisfactory job performance, business objectives, revenue and profit targets. 

• Actively pursue customer feedback to ensure customer satisfaction and consistent high quality service support and incorporate Danaher Business Systems Tools into daily work 

• Maintain intimate knowledge of contractual obligations of Leica to Customers, Dealers and Authorized Third Party service organizations within the assigned area to properly respond and fulfill the obligations of the agreements. 

• Own and optimize the regional Service P&L and achieve business financial objectives set for the assigned area to create above market economic growth for the company. 

• Recommend purchases and allocations of spare parts inventory, supplies, etc. for the assigned area and maintain/reconcile these items to meet or exceed contractual commitments and customer expectations. 

• Establish a close working relationship with Sales Management to create a team atmosphere between sales/service and capitalize on sales opportunities. Establish a close working relationship with Business Unit Management to address escalated issues and represent the company in a professional manner to instill confidence within current and prospective customers. 

YOUR PROFILE 

• You successfully completed an undergraduate degree, a Masters degree a plus 

• You have a minimum of 10 years’ experience working for a global organization 

• Successfully managing and developing customer-facing organizations is a given for you 

• Previous experience managing a field service organization strongly preferred 

• Previous experience managing customer relationships strongly preferred 

• You are fluent in English and, if possible, German  

Travel :  

• Willingness and ability to travel up to 40% within EMEA territory