Service Operations Manager

Overview

Werfen

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain.  We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Position Summary:

Provides leadership and strategic direction within the North America Service and Support organization.  Manages internal and external Service and Support operation functions for US and Canada and acts as the liaison between the functional units within the company and the North America Commercial organization.  Develops and implements all critical business operating procedures within the North America Commercial Service organization with focus on continuous improvement of customer support and satisfaction.

Responsibilities

Key Accountabilities: 

Essential Functions:

• Develops and implements policies and procedures for the North America Service and Support Organization
• Creates and utilizes service support metrics and works with field service management to assess personnel requirements, customer satisfaction levels and monitor and evaluate the performance of the North America service organization
• Coordinates with internal support departments, including North America Commercial Operations, Client Services, IT, Strategic Business Unit, RA/QA, Manufacturing, and Finance to develop and implement cross department processes required to improve North America Service Operations to maximize service efficiency, increase service revenue, and control operating costs
• Assist Field Managers to resolve complex service operation and business problems by making solid decisions collaborating with the field service management and internal support staff.  Develop and implement a plan of action based on the above
• Other duties as assigned

 Secondary Functions:

• Develops and implements with finance the cycle count process to ensure accurate inventory
• Works with Service Leadership and Finance to prepare annual service operational budget
• Reports to senior management the performance/statistics for the North America service and support organization

Budget Managed (if applicable):

• N/A

Internal Networking/Key Relationships:

To be determined based on department needs, to include interactions such as:

• Client Services
• IT
• Finance
• Quality Assurance and Regulatory Affairs
• Strategic Business Unit
• Commercial Operations
• Manufacturing

The ideal candidate for this position will exhibit the following skills and capabilities:

• Strong Leadership
• Strategic business planning, ability to execute tactically
• Highly accountable and drives accountability
• Ability to communicate and present across all levels of the organization
• Strong verbal, written and presentation skills.
• Strong motivational, interpersonal and leadership skills
• Ability to effectively manage multiple priorities in a fast paced and deadline driven environment
• Process oriented with focus on continuous improvement

The following competencies form part of the competency model for People Manager at Werfen and form part of our mindset around People Management and Leadership.  We expect all People Managers of Werfen not only to demonstrate, but also to constantly continue to develop, the following competencies:

• Building Talent: Planning and supporting the development of individuals’ knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively.
• Customer Focus: Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value.
• Decision Making: Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
• Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
• Driving Innovation: Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external) ; encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.
• Emotional Intelligence Essentials: Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.

Qualifications

Minimum Knowledge & Experience Required for the Position:

Education:

• Bachelor’s degree in Business or Science (Chemistry, Biology, Biochemistry) or Engineering and or equivalent experience.
• An MBA is highly desirable.

Experience:

• Seven years in a sales, service/support or managerial capacity

Additional Skills/Knowledge:

• Project management experience is desirable.
• A solid understanding of business systems, computer hardware and software
• Language: Specific to country and role´s needs

International Mobility:

• Required: Yes

Travel Requirements:

• Up to 50% of time

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact NAtalentacquisition@werfen.com for assistance.

We operate directly in over 30 countries, and in more than 100 territories through distributors.  Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.

www.werfen.com