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Field Service Manager – Africa

Role Location – Kenya

We are excited to be looking for a talented and experienced Field Service Manager to join our Emerging Markets team in Africa.

We're looking for people who have technical engineering experience (electrical/mechanical) ideally from within a medical device background, proven people management skills and who are happy to be in the field travelling within entire Africa region to support our Customers.

As Field Service Manager you will oversee all field service activity associated with Hologic Instrumentation. You will manage the Field Service Engineering team and Service Providers to ensure Hologic’s products meet customer’s expectations, and that the customer receives the best possible experience.

You will provide leadership and create a culture that encourages productivity and responsiveness to the needs of internal and external stakeholders. Through strong collaboration with the Field Service and Commercial Leadership Teams you will deliver service in your area that directly impacts business growth and customer satisfaction.

This role will require the individual to carry out FSE duties in addition to the required leadership role should the need arise. 

KEY RESPONSIBILITIES 

  • Manage Field Service Team and Service Providers through KPI's, manage performance, set and manage clear goals and objectives to enable organizational success
  • Oversee customer escalation process, ensure ownership and resolution, seek the best response times while keeping CRM up to date
  • Drive continuous productivity improvements and continuous improvements in customer experience
  • Identify Field Service needs and product knowledge gaps, develop on-the-job trainings on all aspects of instrument repairs, customer satisfaction, advanced troubleshooting, and installations if required
  • Provide service and repairs using troubleshooting skills in electrical, electronic, pneumatic and mechanical systems if required
  • Keep knowledge database and Technical Information around products available, share Technical Service Bulletins, Service Notes, Customer Technical Bulletins, Service manuals, RCO, service spare parts documentation, installation and repair documentation with service partners 
  • Oversee availability of Spare Parts stock at the country in order to keep downtime to the minimum

KNOWLEDGE, SKILLS & EXPERIENCE

  • Experience in leading, motivating and developing service teams ideally in large corporate environments
  • Effective time management, planning and organizational skills
  • Ability to solve complex problems working in collaboration with Commercial and Logistics teams
  • Knowledge of Quality systems and ISO regulations
  • Ability to work in a highly matrixed organization
  • Ability to interpret scorecards and dashboards and coach service team on delivering great results
  • Ability to assimilate new scientific and technical information rapidly and communicate information effectively to various audiences
  • Excellent interpersonal, communication and customer service skills
  • Proficient use of Microsoft products (Word, Excel, Outlook)
  • Self-motivated and flexible, willing to travel
  • Fluent in written and spoken English 

So why join Hologic?

We are committed to making Hologic the company where top talent comes to grow. For you to succeed, we want to enable you with the tools and knowledge required and so we provide comprehensive training when you join as well as continued development and training throughout your career.

We offer a competitive salary and annual bonus which our talent partner can discuss with you.

Apply today!

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Confirmed 2 hours ago. Posted 8 days ago.

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