Field Service Manager

Donaldson is committed to solving the worlds most complex filtration challenges. Together we make cool things. As an established technology and innovation leader we are continuously evolving to meet the filtration needs of our changing world. Join a culture of collaboration and innovation that matters and a chance to learn effect change and make meaningful contributions at work and in communities.

Job Purpose:

The Field Service Manager leads a team of mechanical engineers responsible for assuring customers onsite activities (equipment installation and qualification customers training equipment maintenance) while maintaining engineering documentation. This role oversees processing of activities related to customers events and deviations in collaboration with UTEC engineering team. This person will assign resources for alignment with project timelines and budgets. This role is key to drive service success that improves customer satisfaction maximizes customer retention and increases profitability.

Key Responsibilities:

• Lead mentor and develop a team of mechanical engineers fostering team technical and personal growth.
• Drive team performance by setting clear objectives managing workloads and providing regular feedback.
• Oversee installation and maintenance of equipment ensuring compliance with customer and industry standards.
• Ensure effective customer support especially after first months of system operation by customer after acceptance
• Develop customer service team skills reinforcing positive interactions with customers and incorporating relevant changes in work practices.
• Collaborate with sales teams to provide technical input for proposals.
• Define customers projects resources and service scope together with customers and sales department.
• Allocate resources effectively across multiple projects to meet deadlines.
• Manage overall demand on labor resource planning to maintain 24H / 7 days customers support line.
• Coordinate with onsite engineering team supply chain and manufacturing teams Inside Sales team to ensure seamless project .
• Lead pre and post service activities including preparing and scheduling interventions making sure all documentation is completed and signed projects are closed and invoicing processed.
• Foster a collaborative environment that encourages continuous improvement and knowledge sharing.
• Lead service reviews and implement feedback to optimize service performance and ensure continuous high level of customer satisfaction.
• Build a culture of excellence and continuous improvement.
• Contribute to maintain up to date documentation (user manuals SAT IQOQ Maintenance) and trainings material.
• Ensure that rootcause analysis and corrective action to customers deviations are prioritized appropriately executed and delivered on time and customers informed.
• Estimate and forecast engineering labor and material costs for new opportunities and existing projects.
• Define annual budget and ensure budget compliance.
• Ensure all services meet industry customer and safety standards.
• Relay voice of customers on products improvements and opportunities to improve system performance or reduce costs.

Qualifications:

• At least 5 years of leadership and managerial experience and within a multicultural environment would be a plus.
• 8 years of mechanical engineering experience including 3 years of relevant experience in Bioprocess / GMP environment
• Masters degree in mechanical engineering or related fields
• Strong understanding of mechanical systems mandatory and knowledgeable about automation systems would be a plus
• Ability to communicate thoughts clearly both oral and written
• Able to reach a decision takes thoughtful approach when considering options seeks input from others makes difficult decisions
• Works well with customers promotes a positive image of the company strives to solve issues raised by customers
• Ability to work under pressure and prioritize tasks.
• Comfortable working in a dynamic fast paced environment.
• We require very good written and spoken French and English
• Up to 15 travel to customer sites with team members locally/internationally)
• Role based in Belgium a few days a week of site presence in Nivelles is mandatory

Employment opportunities for positions in the United States may require use of information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

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Our policy is to provide equal employment opportunities to all qualified persons without regard to race gender color disability national origin age religion union affiliation sexual orientation veteran status citizenship gender identity and/or expression or other status protected by law.