Demo Workshop Manager Europe

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In this role, you will have the opportunity to:

The EMEA Demo Workshop Manager will build and lead a team of Service Technicians responsible for inspections and repair for customer and Leica Biosystems equipment on-site in our manufacturing site Nussloch. The leader will ensure that demo and loan equipment is prepared efficiently and with urgency by managing queues and assigning tasks to their associates. The team also consists of Demo Coordinators who are responsible to manage the logistics, inventory, data processing & communication for demonstrations & inspections.

This position is part of the Europe Customer Excellence Team and will be based on site at the Demo Workshop in Nussloch, Germany . You will report to the EMEA Customer Excellence Director, responsible for driving customer and service excellence by designing, implementing and improving key processes and systems across Service, Customer Care and Demo Support.

You will work closely with Commercial, Service, Training, Manufacturing, Logistics and second-level support teams. If you thrive in a hands-on technical environment, enjoy building and developing teams, and want to help create a world-class Demo Workshop operation, read on.

• Build, develop and lead the Workshop and Demo Coordination team , aligned with Service and Customer Excellence, while fostering accountability, collaboration and continuous improvement.
• Develop associates through functional and competency training, coaching and project-based learning, supporting and mentoring Field Service Engineers when regional gaps arise.
• Own the end-to-end demo process from request through return, including logistics, communication, equipment inspection and repair.
• Manage demo, training and loaner inventory , ensuring process compliance, effective utilisation, and optimised replenishment and sell-off strategies, including oversight of the remotely managed Newcastle demo lab.
• Design, implement and govern processes and KPIs for inspecting , maintaining and repairing demo and loan units, including routing appropriate equipment into production repair.
• Develop supplemental workshop testing and repair processes using second-level support guidance and evolve processes as commercial and market needs change.
• Use DBS tools and customer and supplier Gemba insights to improve processes, strengthen local engagement, support EMEA and Global Service roadmaps, and deliver an exceptional customer experience.

The essential requirements of the job include:

• Commercially driven service leader with a profit-and-loss mindset, a proven record of implementing service KPIs, negotiating value with customers and internal partners, and improving customer satisfaction.
• Proven people-management capability, including independently planning and prioritising workloads, maintaining team engagement, developing high performers through stretch goals and competencies, and managing underperformance through clear improvement plans.
• Demonstrable experience in change management , international teamwork, process standardisation and continuous improvement, supported by diagnostic-market awareness and knowledge of ISO 9001 and ISO 13485.

Strong proficiency with Word, Excel analysis, PowerPoint, AI-enabled productivity tools, and relevant SAP or comparable ERP and Salesforce or comparable CRM reporting and transactions.

• At least a three-year technical qualification, or equivalent , in mechanical, electrical, biomedical, computer or network technologies; at least five years’ technical experience, preferably in medical devices; one to three years’ management experience, ideally in a workshop; and fluency in English and German .

Travel, Motor Vehicle Record and Physical/Environment Requirements:

• Ability and willingness to travel within Europe as required, expected travel approximately 25% .

(Primary work location is Nussloch, Germany.)

• Ability to work in a workshop and technical service environment, including safe handling, movement and preparation of Leica Biosystems equipment.

Awareness of applicable quality, safety and compliance requirements relevant to medical device service and workshop operations.

It would be a plus if you also possess previous experience in:

Leica Biosystems equipment from a technical, application or field service perspective.

Workshop leadership, repair centre operations or technical team management.

DBS, Lean or continuous improvement methods.

Power BI or advanced data analytics.

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Source: Statistisches Bundesamt (Destatis), table; dl-de/by-2-0; StarIn's calculation