Service Group Leader

Role

Responsible for providing high-quality service support to customers in Italy by leading the day-to-day activities of a team of around 10 service engineers.

Main responsibilities

• Ensure the delivery of best-in-class customer support (service level delivery, preventive maintenance, product solutions, customer and sales organization relationships, laboratory services, and parts inventories) through effective resource planning, deployment, and field administration. Lead field service engineers across Italy to ensure an exceptional customer experience.
• Develop a thorough understanding of customers, their businesses, and the processes and instruments used to meet their goals.
• Set objectives for service engineers, conduct regular reviews, coach staff, and ensure adequate training and development.
• Drive talent development through active support.
• Maintain ongoing communication with Service leaders and peers to understand and manage resource availability and limitations.
• Partner with direct managers and other service delivery leaders to ensure consistent resource deployment aligned with customer obligations.
• Build relationships with customers to understand their business needs and laboratory processes, positioning PerkinElmer’s laboratory services products accordingly. Report opportunities to expand relationships and grow service revenue by strengthening regional accounts, expanding service contracts, and providing excellent service and support.
• Monitor field service work and vacation planning, ensuring internal processes are followed.
• Report on competitors and trends relevant to the growth strategy for the service business.
• Ensure customer satisfaction and fulfillment of Revvity's contractual obligations. Collaborate with Customer Care to provide excellent service support.
• Ensure documentation submitted by customer service engineers is accurate and timely.
• Act as the customer contact point for complaint management, service offers, contracts, and instrument upgrades.
• Communicate regularly with sales staff regarding customer leads, concerns, and situations, ensuring regional engineers do the same.
• Drive operational excellence in KPI operations.
• Engage in sales strategies related to consumables, training, OQ, and other billable services.

Your profile

• Minimum 6 to 10 years of successful field service experience, including repairs, on-site maintenance, validation, and installation of laboratory instruments and accessories.
• Bachelor’s degree or equivalent in biology, chemistry, physics, electronics, or related fields.
• Previous successful supervisory or team leader experience with team-building skills.
• Proven interpersonal, team, strategic thinking, and analytical skills.
• Understanding of Revvity business and service offerings is a plus.
• Assertive personality with a strong bias for action, results-oriented, innovative, capable of tackling tough problems with firm deadlines.
• Fluent in Italian, with very good knowledge of English (reading, writing, presentation skills).
• Sales acumen, hands-on, can-do mindset.
• Knowledge of laboratory safety practices (e.g., GxP, GMP).
• Proficient in Excel, Word, Notes; ability to interpret business reports (P/L).
• Valid driver’s license and willingness to travel for work.

What We Offer

• Work in a hi-tech, innovative, team-oriented, energetic, and scientific environment.
• Career development opportunities across multiple business areas.
• Attractive compensation and performance bonuses.
• Recognition and referral awards.

Revvity is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, veteran status, or other characteristics protected by law.

Revvity promotes a culturally diverse workforce.