SKAN, headquartered in Switzerland with a strong US presence, is a global leader in the pharmaceutical industry for its cleanroom equipment. This equipment is routinely used in vaccine development, production of pharmaceutical products, and other critical operations to ensure the safety and quality of pharmaceutical drugs.
Our US base is comprised of a parts business, a field service/assembly team, a microbiology team, a documentation qualification department, and a field qualification team, among other administrative functions.
Function Specific Tasks:
- Responsible for leading and optimizing all aspects of service operations, operational performance, customer satisfaction and continuous improvement initiatives across the organization.
- Ensure compliance with company policies, industry regulations, quality standards and safety requirements
- Collaborate with cross-functional departments to optimize service delivery
- Develop escalation management processes and resolve complex customer or operational issues
- Lead change management efforts
- Ensure effective resource allocation, workforce planning and capacity management.
- Monitor and analyze sales data to identify trends and make data-driven decisions to improve revenue generation.
- Identify cost reduction opportunities and implement strategies to optimize expenses.
- Excellent communication skills to convey ideas, vision, and expectations to their team.
- Intellectual curiosity and mental flexibility to manage multiple tasks/priorities simultaneously
- Ability to drive accountability while balancing empathy
- High integrity and strong ethical decision making
- Servant leadership mindset with a commitment to team success
- Drive a culture of accountability, customer focus and continuous improvement
- Understand customer needs and provide tailored solutions to meet their service requirements.
- Develop opportunities to expand service offerings and revenue
- Pay Range: $131,000 – $196,600
Qualifications Needed:
- Minimum 5-8 years of progressive leadership experience in service operations, customer support, field service or operations management
- BS in Business Administration, Operations Management or Engineering or relevant field
- Proven success growing and managing large teams in geographically dispersed operation
- Good technical understanding of isolator systems
- Confident in dealing directly with customers and high focus on customer satisfaction.
- Experience in service, sales, and customer relationship management.
- Proven track record of crisis management in a high stress environment
- Strong conflict resolution skills and courage to make difficult decisions when necessary
- Ability to think strategically and make decisions that align with long-term goals.
What can we offer you?
- An open corporate culture and teamwork
- Short decision-making paths and flat hierarchies
- Intensive orientation and training programs through our SKAN Academy
- Excellent base salary with potential annual bonus opportunity
- Major medical, dental and vision for employee and family
- Short-term and long-term disability for employees
- 401K with 100% company match up to 6% immediately vested
- 15 paid vacation days and nine observed company holidays per year, generous rollover policy
If you have any questions, please contact our HR responsible via us.jobs@us.skan.ch
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