Manager, Implementation

Reporting to the Director Global Service, the Implementation Manager is responsible for organizing and overseeing all SIMS instrument implementation globally. This role ensures seamless coordination between factory operations, customers, and internal teams to guarantee successful instrument assembly, testing, and application upon delivery. The Implementation Manager plays a crucial role in maintaining customer satisfaction and optimizing implementation processes.

Key Responsibilities:

Implementation Coordination & Execution

• Organize and manage all SIMS instrument implementations worldwide.
• Oversee the three main phases of implementation: assembly, test, and application.
• Coordinate factory acceptance tests (FAT) and ensure instruments are ready for delivery.
• Liaise with customers to assess site readiness and technical requirements.
• Schedule implementation, involving experts from operations and service departments as needed.
• Ensure continuous communication with subsidiaries and customers at every implementation step.
• Follow up on implementation action plans and escape issues to the GSS Manager or Service Director when necessary.
• Define implementation strategies tailored to customer needs, ensuring resource and equipment adequacy.

Customer Relations & Satisfaction

• Act as the voice of the customer, identifying and addressing any implementation-related concerns.
• Ensure successful implementation and maintain high customer satisfaction levels until full instrument acceptance.
• Monitor and resolve any instrument implementation reservations daily.
• Manage action plans to clear implementation obstacles and ensure smooth deployments.
• Maintain and update the Global Service Skill Matrix to ensure team competency.

Collaboration & Cross-Functional Coordination

• Work closely with Sales, Finance, Supply Chain, Field Service, and Operations to ensure best-in-class implementations.
• Align implementation activities with contractual obligations and customer expectations.

Continuous Improvement & Process Optimization

• Lead initiatives to eliminate inefficiencies and enhance implementation processes.
• Identify and propose improvements for implementation-related workflows.
• Provide timely and efficient reporting to senior management.
• Support and mentor the installation team, fostering a problem-solving mindset.
• Coach engineers involved in implementations to enhance their skills and effectiveness.
• Lead ongoing and sustainable actions to improve all processes within their area of responsibility by eliminating inefficiencies and non-value-added tasks.
• Suggest improvements to processes in which they or their teams are involved.

Team Management

• Make decisions, resolve conflicts, and, when necessary, advocate for their team at higher hierarchical levels.
• Support their team in resolving challenges by collaborating with peers.
• Guide their teams in adapting to changes in their activities, roles, and behaviors to ensure skill development (both technical and interpersonal).
• Champion the company’s vision and celebrate team achievements to foster engagement.

Education and Experience:

• Engineering or technical degree in a relevant field (e.g., mechanical, electrical, physics, or related discipline).
• Minimum 7 years of experience in equipment implementation, field service, or technical project management.
• Experience in high-tech instrument implementation (e.g., SIMS, analytical or scientific instruments) is a strong plus.

Professional Knowledge and Abilities:

• Strong project management and organizational skills.
• Excellent communication and leadership abilities.
• Ability to work in a multicultural and global environment.
• Fluent in English; additional languages are a plus.
• Willingness to travel frequently worldwide.
• Customer-oriented mindset with a strong commitment to satisfaction.
• Technical problem-solving and analytical skills.
• Ability to manage multiple implementations and prioritize tasks effectively.
• Strong collaboration and teamwork abilities.