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 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.

Manager of the European Service and Support Organisation (f/m/d)

The role will be placed in either Germany/Munich, France/Paris or UK/London · Full time

Hamamatsu has established a service and support organisation in Europe to support customers and sales teams in the use and maintenance of our products. The European service and support teams are spread across Europe, with the largest groups based in Herrsching, Paris and London. These groups currently have around 40 colleagues working in them.
The new European Service and Support Manager (f/m/d) 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.

Main responsibilities of this position are:

• 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

• 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.

We offer:

• A new international role working with colleagues in different countries
• An attractive salary package
• Extensive training opportunities
• Excellent technical equipment in the workplace
• A career in a very stable and healthy company, with a strong focus on long-term growth
• Working in a highly attractive region in Europe

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