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We are currently seeking an experienced Service Products and Operations Manager for a full-time position in Severn Beach, Bristol. This role offers a hybrid working model. The Service Products and Operations Manager will play a crucial role in the Service management team, responsible for establishing, modeling, and delivering customer service standards that differentiate our business from competitors.
Your key tasks:
- Ensure exceptional and timely provision of Service support to empower the regional customer service teams.
- Utilize technology and continuous improvement techniques to achieve customer support excellence.
- Boost Service revenue and profitability targets by taking ownership of the service product portfolio and driving new Service Products and marketing support for the regions.
- Coach, manage performance, and develop the technical and customer focus capabilities of your team.
Key Responsibilities:
- Achieve revenue and profit targets through the delivery of support services enhancing our Service portfolio and driving Service campaigns.
- Provide leadership for the Service ACT cross-functional team.
- Work in collaboration with Technical Sales on upgrades policy, quoting and delivery. Collaborate with Commercial Sales on upgrades delivery and support other upgrade commercial aspects as required.
- Manage the Service product portfolio including portfolio roadmap, definition of services, pricing, and service marketing campaigns and activities. Link with Technical Marketing on demo videos, campaign program, brochures, blogs etc.
- Ensure our quoting tool reflects our offering, including service, process, and training agreements, quotation documents, and pricing.
- Manage global service logistics provision including analysis of demand, making recommendations regarding stocking levels, forecasting future needs, managing repairable assets and obsolescence.
- Manage the Spares ordering function and collaborate with operations on delivery.
- Work with Quality and other service leaders on fault reporting and analysis to identify route causes and embed ‘learn wide’ feedback into the future provision.
Education/Qualifications:
- A tertiary business and/or technical qualification would be advantageous.
Professional Skills/abilities:
- A customer focussed delivery background, ideally with commercial responsibilities.
- Experience managing and developing staff within a capital equipment Service environment. Strong influencing skills to motivate cross functional teams.
- Recognises, inspires, and motivates the team to contribute to the wider business objectives, and puts in place actions and opportunities to continuously develop staff, individually and as a team.
- Demonstrable skills driving change projects to enhance the customers experience and increase the value they receive.
- Open to fresh ways of working and innovative in suggesting new ideas and possible solutions.
- Plans effectively to meet business objectives. Puts in place monitoring processes and makes adjustments when progress is not as planned or when requirements change.
- Plans own time to maximum effect, delegating responsibility, and authority appropriately.
- Implements business processes to create competitive advantage.
- Evaluates activities and decisions from a commercial perspective, achieving short-term financial efficiency and longer-term business objectives.
Personal Qualities:
- Places customer satisfaction as the highest priority.
- Integrity – leads by example.
- Strong communication skills, both written and verbal. Advanced negotiation skills.
- Flexibility, sense of urgency, gets things done.
- Innovative, enthusiastic, challenges the status quo.
- Accountability, effective relationships, shared responsibility, impact on others, self-awareness.
At Oxford Instruments Plasma Technology, we provide tools for the engineering of micro- and nano-structures, with customers using our process solutions to research and produce materials and semiconductors vital for everything from medical devices and diagnostics, to electric cars and quantum computers.
Benefits
In addition to a competitive starting salary, structured career development opportunities, and a good work-life balance, Oxford Instruments offers 25 days annual leave, early finish on Fridays, private healthcare, a share incentive plan, a defined contribution Group Personal Pension Plan, and a flexible benefits package that you can tailor to your own requirements.
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All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability. We encourage applications from people of all backgrounds and would ask you to get in touch if you are concerned about any barriers you feel you may be facing in your application process with us.
Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.
