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Manager of the European Service and Support Organisation (f/m/d)
Hamamatsu Photonics, founded in 1953, is a world-leading manufacturer of optoelectronic components (semiconductors, photomultipliers, light sources, lasers) and systems. Hamamatsu is a global company with sales offices across Europe, USA, China and headquarter in Hamamatsu city in Japan where most of the production and product development is placed. Hamamatsu has more than 5500 employees with a global turnover exceeding 1,5 billion EUR.
Hamamatsu has a diverse range of customers in industries including automotive, medical, X-ray, security, analytical and biotechnology. The products and technology include optical sensors, light sources, and systems that use these components. They are applied to various new technologies and devices to support people’s lives and help realize a more comfortable and prosperous society. Hamamatsu products are widely used for state-of-the-art medical equipment, test and inspection systems, microscopes that reveal the functions of cells, and giant telescopes that explore the mysteries of the universe. Hamamatsu’s products and technology have been supporting the work of several Nobel Prize winners during the last 20 years.
Your mission
The new European Service and Support Manager is responsible for managing the entire service and support organisation in Europe in close cooperation with the local team leaders and the service teams in our parent company in Japan.
- Developing and maintaining overall strategies for the development of the European service and support organisation
- Defining, implementing and monitoring processes and guidelines for the helpdesk and service operations in Europe
- Monitoring escalations, resolving priorisation conflicts when needed
- Defining and maintaining training programs for Service and support engineers
- Defining standard service contract packages in conjunction with the sales teams
- Continuously analyzing the performance of the organisation and proposing improvements to increase customer satisfaction and profitability
- Providing recommendations on staffing and hiring in different regions to adequately support the different product lines that we have to maintain
- The manager reports to the HPEU Business Strategy Team
Your profile
- A degree in natural sciences or engineering
- Experience in managing a service and support team
- Strong leadership skills
- Very good knowledge of English
The role will be placed in either Germany/Munich, France/Paris or UK/London. Travelling in Europe and Japan plus in some cases also to other countries outside Europe. Approximately up to 20% traveling. Please send your application documents to jobs@hamamatsu.eu, stating which location you are applying for.
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