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Service and Operations Manager - Massachusetts

Ref: 415 Date Posted: Monday 16 Sep 2019
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Job: Service and Operations Manager - North America

Location: Peak Scientific USA, Billerica, Massachusetts with 30% travel

Country: USA

Job type: Full Time

Peak Inc. is the rapidly expanding North American arm of Peak Scientific, with its main US office located in Billerica, Massachusetts, and plans for significant further growth over the next few years. You would be joining a North American team of around 60 staff, including dedicated sales and field service engineer teams covering the whole of mainland US and key territories in Canada. Peak Scientific is a global leader in gas generation for analytical laboratories, operating worldwide with sales in over 126 countries and offices in every continent.

As Service and Operations Manager – North America reporting to our General Manager NA and our Global Service Delivery Director based in HQ Scotland, your key responsibility will be to enhance and grow the North America Service delivery network. A key role will be developing relationships with our OEMs and distributors. Other key accountabilities include:

  • Leading the service and operations team (30+)

  • Analysing, reporting and managing Service KPI’s and metrics across the region, ensuring a reasonable balance between workload and resource

  • Developing the vision for the department, securing internal approvals and owning the implementation

  • Liaising with other departments including Sales, Logistics, Engineering and other Peak service departments to ensure a high level of collaboration for all aspects of customer support

  • Supporting the implementation of SAP B1 system and ensuring the departments needs are captured to improve overall efficiency of dealing with customer support

  • Management of Warehouse, monitoring stock levels and value reporting

  • Working with Training to ensure Service and Operation training requirements are fully met to the highest standard

  • Creating and sustaining a balanced and harmonious working atmosphere across the team conducive to excellent performance and fun.

  • Promptly reporting any serious commercial or operational issues to Global Service Delivery Director.

You will have a good standard of education, preferable a degree, you must have a regional service delivery proven track record within a technical sector, where you’ve led and managed a large (30+), geographically dispersed team to achieve challenging targets. You should have the capability to develop specific product knowledge quickly. 

Your key attributes will include:

  • Strong customer focus

  • Working with transportable gases and pneumatic systems would be desirable

  • Exceptional leadership skills

  • Project management experience

  • Strong all-round communication and interpersonal skills at all levels

  • Comfortable working in a fast-paced environment with shifting priorities

  • Computer proficient in Word, Excel, Outlook

We recruit individuals who fit our culture and values. The atmosphere is fun, friendly but with a high degree of professionalism and a non- corporate feel.  We respect our colleagues, customers and suppliers and we offer freedom to act, to challenge the status quo but to also take responsibility. If you have what it takes to be part of Peak, please click APPLY!














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