Boston Scientific Field Service Manager EMEA 

Italy, Lombardy, Milan 

289446880

Your responsibilities will include:

• Direct and manage field service team and manage organization for achievement of supply chain and commercial business objectives and goals.
• Fosters a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
• Support strategic direction for key capital equipment activities. Align efforts across supply chain and business / division objectives and act as liaison to advocate and communicate overall strategy through the field service team.
• Partner and align with divisional leadership on strategic priorities and key initiatives for capital, sales process, and customer engagement.
• Builds strong partnerships with country business leads for Capital Equipment to ensure effective service operations to support their respective businesses consistent with agreed Service level agreements and agreed KPIs.
• Establish structure, processes, and procedures to assure comprehensive quality system compliance across field service team.
• Assist with Divisional commercial support: selling activities support driving alignment of service and commercial strategies.
• Support QBR process with divisions to review service performance and discuss trends.
• Connect with counterparts globally to support divisional service initiatives.
• Partner with divisional leadership to oversee new product development and introduction. Champion improvements in business processes to increase the effectiveness of their implementation across field service.
• Continually evaluate, improve, and implement changes to assure customer-centric field service focus. Create balanced performance environment addressing customer satisfaction, employee satisfaction and achievement of productivity and revenue-expense goals.
• Responsible for management of field service budget and budgeting process and track/forecast headcount needs with a rapidly changing install base portfolio.
• Create a high-performance culture with a focus on continuous improvement to continuously improve customer experience while maintaining key cost and efficiencies goals.
• Maintain strong working relationships with external customers and internal sales, marketing and engineering management, and international counterparts.
• Monitor and analyze service metrics to identify areas for improvement and implement corrective actions.
• Manage escalations and complex service issues, providing solutions and support to field service teams.
• Collaborate with HR to recruit, onboard, and retain top talent in the field service team.

What we're looking for:

• BS/BA with a concentration in Science & Technology, Business and/or Engineering required.
• Demonstrated (7- 10 years) progressive service and field service leadership experience.
• Demonstrated customer facing or customer supporting experience – both internal and external customers.
• Demonstrated experience in managing teams using cloud-based service and team management technologies (e.g., ServiceMax,ServiceBoard,SFDC).
• 5-7 years of people management experience required.
• Experience managing a remote team preferred.
• Excellent communication skills, with ability to communicate effectively with all levels of the organization.
• Strong business acumen and ability to create and maintain commercial partnerships.
• Strong problem skills required including lean or Six Sigma expertise.
• Highly adaptable, flexible, and willing to accept new ideas, processes, and procedures.
• European travel up to 20% required.
• Knowledge of regulatory compliance and quality assurance standards.
• Fluency in English.
• Proficiency in multiple languages, especially European languages.
• Ability to mentor and develop team members.