Job Description The Mission The Sales and Service Division (SSD) of MSD is charged with selling and servicing MSD products in geographical territories worldwide. The SSD Organization serves as the primary MSD contact to both potential customers and current customers alike, providing a range of value-added products and services and maintaining the highest levels of customer satisfaction.
The Position The Field Service Manager (EFA) works closely with the market divisions and the sales and service management team to ensure that the following key objectives are achieved:
Strategies for effective global support are developed, agreed and executed
Customer satisfaction is maintained at high levels when compared competitively
Global resourcing levels are understood and achieved
Appropriate service account management (site management) capabilities are established at each key site, together with required technical skills
Service revenues and costs are in line with business plan/budgetary requirements
Key reporting and metrics are set up and maintained for each key site and product
Through the Technical Support group, push for product quality and reliability improvements as indicated by data derived from site activity
Represent the Company and service as a manager when dealing with customers
Ability to manage staff, assign specific duties, and create a constructive and cooperative working relationship.
The Requirements The successful candidate will possess the following combination of education and experience:
Typically a university degree is required and an advanced degree is preferred, or a combination of education and experience that demonstrate the required skills.
Typically requires approximately 10 years of experience; for managers 2+ years of experience in a leadership role is preferred.
Experience leading service organizations within a medium to large scale company, providing support to equipment customers
Exceptional verbal and written communication skills
Experience with international customers essential
Superior influencing and leadership skills
Demonstrated ability to drive change within organizations
Strong business management skills
Ability to travel internationally and obtain a valid passport