[Hiring] Field Service Manager @Zimmer Biomet Dtl. GmbH

Role Description

The Service Manager leads Technical Services within the assigned markets, ensuring reliable, efficient, and compliant after-sales support. The role manages the local service team, owns service performance and customer escalations, and plans resources and costs to meet business needs. Working with EMEA Technical Services and local business partners, the Service Manager develops the team, improves service delivery, and supports service growth.

What You'll Create Impact

• Lead and develop the local After-Sales Customer Service team and Field Service Engineers, including recruitment, onboarding, coaching, and performance management.
• Implement local service plans aligned with EMEA priorities to improve customer satisfaction, equipment availability, and service quality.
• Ensure effective service planning and execution, matching capacity and skills to installed-base growth, maintenance needs, repairs, and technical installations.
• Own local service performance, including uptime, preventive maintenance completion, turnaround time, backlog, and FSE utilisation; drive action where targets are not met.
• Manage escalated service issues, ensuring timely resolution and clear communication with customers and internal stakeholders.
• Work with Sales, Service Commercial, Quality, ASCS, depot operations, and implementation teams to coordinate support and clarify responsibilities.
• Ensure consistent use of service procedures and ServiceMax, with accurate asset records, service documentation, and timely work-order closure.
• Ensure team members complete required training and maintain the technical skills and qualifications needed for their responsibilities.
• Ensure compliance with company procedures, safety requirements, and applicable medical device regulations; escalate product-quality concerns through the defined Quality processes.
• Manage local service budgets, expenses, and resource forecasts; support service contract coverage and accurate capture of billable work with Service Commercial.
• Report service results, risks, and resource needs to management, with clear actions and follow-up.
• Engage the team in continuous improvement and implement agreed EMEA service standards and transformation initiatives.

What Makes You Stand Out

• Professional experience in technical service operations, including maintenance, repairs, and customer support.
• Experience leading and developing teams and managing service performance.
• Experience handling customer escalations and coordinating solutions across functions.
• Ability to collaborate effectively with internal teams, customers, and service partners.
• Experience using service data to plan resources, manage costs, and improve performance.
• Understanding of service quality, safety, and compliance requirements.
• Experience implementing process improvements and supporting organisational change.
• Experience with medical devices, particularly orthopaedic or related equipment, is an advantage.
• Experience with service management systems, such as ServiceMax, is an advantage.

Special Expertise

• Attention to detail: Maintain accurate service records, reports, and follow-up actions.
• Time management: Prioritise activities and resources to meet service commitments.
• Communication: Explain priorities, performance, and issues clearly to the team and stakeholders.
• Continuous improvement: Identify practical improvements and follow through on implementation.

Your Background

• Education: Bachelor’s or Master’s degree in Engineering, Business Administration, Operations Management, or a related field, or equivalent work experience.
• Languages: Fluent German and English both written and spoken. Additional European languages are an advantage.
• Personal skills requirements:
  • Adaptability: Respond effectively to changing customer needs and business priorities.
  • Resilience: Remain composed and constructive under pressure.
  • Problem solving: Identify root causes, make sound decisions, and deliver practical solutions.
  • Empathy: Understand customer and team concerns and respond with respect and professionalism.
• Travel Expectations: 15% across region.

EOE/M/F/Vet/Disability