Manager on Duty, Customer Experience
Pure Storage
Job Level
Mid-LevelSenior
About the role
- Lead and manage the European Service organisation, including dispatch, Field Service Engineers, and third party service providers
- Deliver high-quality service operations to achieve business objectives and operational targets
- Drive customer satisfaction through feedback collection, fast response to escalations, and continuous improvement initiatives
- Manage installations of new and demo equipment, warranty repairs, and refurbishment projects in line with SLAs
- Coordinate FSE travel schedules and monitor associated costs for efficiency
- Build working relationships with Sales, Product Management, Manufacturing, and Operations to align on customer needs and growth
- Report on service performance, escalations, and key metrics to the VP of Aftersales and senior management
- Visit customers across Europe to build relationships, resolve issues, and represent SPT Labtech
- Implement and reinforce best practices including lean initiatives, 5S, Kaizen, and continuous process improvement
Requirements
- Academic degree in Engineering and/or equivalent 5+ years experience in international service management roles within a high-technology engineering or life sciences engineering environment
- 5+ years experience in international service management (equivalent to degree)
- Proven track record of managing and developing customer-facing service organisations and field service teams
- Significant experience working with complex capital equipment in a customer-facing environment
- Strong understanding of service delivery, SLAs, and operational performance metrics
- Experience managing installations, warranty repairs, and refurbishment projects
- Ability to coordinate field service engineer schedules and monitor travel costs
- Experience working with cross-functional teams (Sales, Product Management, Manufacturing, Operations)
- Strong leadership, coaching and team development skills across multiple countries
- Customer relationship management and escalations resolution experience
- Analytical and structured, able to manage operational metrics and drive continuous improvement (lean, 5S, Kaizen)
- Confident communicator, capable of working across functions and cultures
- Comfortable working independently, managing multiple priorities and travel commitments
- Willingness to travel up to 50% across the Europe region
- Ideally located in the Cambridge, London or Oxford region
