UK Service Manager

Be visionary

Teledyne Technologies Incorporated provides enabling technologies for industrial growth markets that require advanced technology and high reliability. These markets include aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, deepwater oil and gas exploration and production, medical imaging and pharmaceutical research.​

We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.

Job Description

Primarily responsible for the management of the following Service groups: Technical Support, Depot Repair, Field Service, and relevant Administrative Support.  These groups are responsible for technical, applications, service, pre, and post-sales support for all Chromatography/Evaporation and QC Pharma Products. This includes Distributor and OEM trainings.  Secondary responsibilities include cross training and similar support for other Teledyne businesses. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Plan, organize, direct, manage, and evaluate the customer service activities and budget of the department.

• Develop, implement and/or manage the organizations customer service policies, procedures, standards, and strategies.

• Ensure all customer service activities support and strengthen the strategic objectives of the overall organization.

• Confer with management and staff coordinating customer service activities.

• Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities.

• Prepare or oversee the preparation of reports and statistics related to the customer service function for upper management.

• Maintain current technical skills and apply new knowledge to management tasks for the improvement of customer service activities.

• Maintain product knowledge.

• Analyze customer service-related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service.

• Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.  Provide guidance on how to escalate complaints/disputes within the organization.

• Resolve customer complaints and answer customers’ questions regarding organizational policies and procedures.

• Interview, select, coach, train, instruct, manage and appraise the performance of associated customer service personnel and mentor select staff.

• Develop and maintain constructive and cooperative working relationships with all organization personnel.

• Collaborate and communicate knowledge (i.e. market information, customer insights, trends, etc.) across the business.

• Communicate information to upper management using appropriate communication methods.

• Identify opportunities to add value beyond problem resolution to relevant business areas (i.e. Sales, Marketing, Production, Engineering, etc.).

• Perform and/or direct day to day administrative tasks.

• Manage projects (i.e. complaint resolution processes, customer service applications, etc.)

• Other responsibilities as deemed necessary by management.

The successful candidate will possess the following qualifications, skills, knowledge and experience:

Essential:

• Degree in analytical chemistry, geochemistry or related field. Equivalent work experience would also be considered.

• Knowledge and experience of Technical Service and Field Service

• Demonstrable excellence in interpersonal communication and the ability to build lasting relationships and collaborations

• Experience in demonstrating, teaching, coaching

• Ability to work independently and responsibly as a commercial professional

• Ability to self-motivate and organize short-, medium- and long-term work plans

• Excellent written and oral communications skills in English language

• Ability to understand and clearly communicate product advantages and technical features

• High degree of computer proficiency, with literacy in typical Microsoft programs and general email/internet search tools

• Ability to travel for business globally

Teledyne and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.

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