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Field Service Manager in Westborough, Massachusetts at Pall

Date Posted: 5/18/2019

Job Snapshot

Job Description

Job ID: SHA000873

About Us

Pall Corporation is a global leader in high-tech filtration, separation, and purification, serving the diverse needs of customers across the broad spectrum of life sciences and industry.
Pall Life Sciences provides cutting-edge products and services to meet the demanding needs of customers discovering, developing and producing biotech drugs, vaccines, cell therapies and classic pharmaceuticals. Pall offers advanced medical technologies, which are often a patient’s last line of defense from dangerous pathogens. Pall’s food and beverage products provide critical protection from contaminants during various manufacturing steps.
Pall Industrial serves a diverse range of customers in the microelectronics, aerospace, fuels, petrochemical, chemical, automotive, and power generation industries. Pall is a key supplier to the innovative and demanding semiconductor and consumer electronics industries, and provides filtration products used in critical applications on commercial and military aerospace vehicles. Pall products are key to the reliability of industrial equipment. Pall’s engineered solutions help municipal and industrial customers address mounting water quality, scarcity and demand issues, and help energy companies maximize production and develop commercially successful next generation fuels.
Headquartered in Port Washington, New York, Pall has offices and plants throughout the world.
To learn more about Pall, please visit https://www.pall.com/en/about-pall.html.


Description



POSITION SUMMARY

The Field Service Manager has a leadership role in the Pall Service and Support organization, reporting to the Director, Americas Service.  Individuals in this role are responsible for providing strong leadership for a team of Field Service Engineers.  It is the expectation that the Field Service Manager drives a culture of exceeding customer expectations to deliver outstanding customer service, thus accelerating the growth of Pall hardware placements and service revenues.  The Field Service Manager must work cross-functionally and build cohesive relationships with Engineering, Customer Service, Product Support, and Inside and Outside Sales.  Facilitating a strong Service-Sales partnership is a critical component.  Core duties include direct management responsibilities, ownership of customer satisfaction initiatives, employee development, and financial management responsibilities to include Service and Sales revenue and profit growth.  The Field Service Manager does not need to become a technical expert on Pall equipment.  Developing a high-level understanding of the equipment and its capabilities is sufficient. 




KEY RESPONSIBILITIES

 

Customer Satisfaction

•       Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on a “first time fix”

•       Excellent follow-up skills to insure we exceed customer expectations, and close all outstanding issues

•       Strong communication and listening skills

•       Is a clear advocate for the customer (internal and external) and a steward for the company

•       Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion

•       Experienced with managing and resolving high-pressure customer issues, including product performance issues and technical escalations

 

Financial Management & Growth

•       Excellent sales ability: both direct engagement in proposing and selling service agreements to customers and development of technicians to independently propose and sell service agreements (value selling principles)

•       Basic understanding of or capacity to learn high-level financial statements and the quota to cash cycle of order processing - essentially understanding the impacts that key decisions have on the Pall Field Service and OpCo P&L.

•       Manage region expenses and investments to achieve annual operating profit target

•       Able to effectively price and position Service agreements on both existing and new equipment, taking into account expected costs to proactively manage profit margin


 

People Management & Leadership

•       Highly skilled at employee development, including coaching, mentoring and identifying opportunities for improvement

•       Creates a culture of ownership and accountability – ensures associates understand their objectives and are provided the tools and guidance to be successful

•       Constantly works to build the best team via detailed employee development plans and by recruiting the best internal and external talent

•       Creates follower-ship via action and integrity – builds a winning team culture and participates in driving the success

•       Motivates employees and drives a cohesive cross-functional work atmosphere with positive attitude. Increase field morale and expectations

  •  Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges
  • Communicate expectations regarding performance and hold people accountable for results
  • Able to travel 25% - 50% of the time within region
  • Organization / talent development and daily management experience in a business-to-business capital goods environment where excellence in after-market support, at the customer’s place of business, is a strategically important part of the overall value proposition
  • Problem-solving skills

Continuous Improvement

•       Leads by example to develop a robust continuous improvement culture

•       Able to quickly identify systemic business issues and leverage team expertise and Danaher Business System (DBS) problem solving tools to drive to root cause – must be able to effectively manage and implement permanent countermeasures to drive a sustainable business advantage

•       Ensures all processes are documented and improved via the use of kaizen (VSM, TPI, etc.)

•       Acts as a primary customer of DBS and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements

•       Develops and drives accountability around daily management and monthly KPI’s

 

Sales Support

•       Facilitate the installation of all new equipment via the team of Field Service Engineers

•       Able to fully comprehend the scope of commercial opportunities and support new installations and critical equipment trials by assigning optimal resources and deploying effective action plans

•       Partners with Regional Sales Managers and Sales Engineers to price competitive Service offerings to package with new equipment proposals

 

Key Metrics

•       Commercial Metrics:  Revenue Growth, Operating Profit, Units under Contract, Contract Unit Adds, Contract Renewal Rate, Qualified Sales Leads

•       Quality Metrics: First Time Fix Rate, Customer Satisfaction, Safety

•       Delivery Metrics: Response Time, Past Due Service, Past Due Work Tickets


Job Requirements



Qualifications

Basic Qualifications:
  • Bachelors Degree or 5 + years of prior field service management experience, technical management, or management in a field that requires regular customer interaction
  • Experience working with Excel and Powerpoint 
Preferred Qualifications:
  • SAP and Salesforce.com experience
  • Master’s in Business
Pall is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Diversity & Inclusion
At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.




Danaher Corporation Overview

    Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.