Field Service Manager Direct Markets EMEA

JOB SUMMARY

This position provides vision, strategic planning, and implementation leadership in the area of Technical Services, without direct line management. The role requires influencing and aligning regional service operations through collaboration, credibility, and deep technical expertise. It plays a pivotal role in bridging country teams, aligning service performance with business goals, and supporting strategic initiatives in partnership with the Senior Service & Operations Manager.

Design & implement technical solutions, guidelines, training and programs in order to provide customer satisfaction and support the EMEA business.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop and execute the strategic direction of Field Service across EMEA, aligned with current and future product portfolios and market structures.

• Drive service quality and operational excellence by guiding field service functions in line with organizational objectives and regulatory standards.

• Collaborate with the Training & Support Manager to design and maintain technical training programs for new hires and existing engineers, ensuring continuous learning and development.

• Coach and support Country Technical Service Managers and Supervisors to enhance customer satisfaction, team performance, and staff development.

• Monitor and analyze service performance using KPIs and operational data to identify improvement opportunities and guide local teams toward efficiency and consistency.

• Establish strong communication and collaboration between EMEA, local markets, Denver headquarters, and country sales organizations to ensure alignment and transparency.

• Lead or support the implementation of improvement projects, technical solutions, and operational processes to advance customer experience and service delivery.

• Ensure compliance with FDA, ISO, and local regulations by overseeing SOP development, complaint tracking systems, and other quality-driven activities.

• Provide guidance and mentorship to team members across regions, fostering a high-performance and growth-oriented culture.

• Support strategic and operational planning, including budgeting, long-range goals, and resource allocation in coordination with senior leadership.

• Stay current with technological advancements and drive innovation by identifying applicable solutions to business challenges.

MINIMUM QUALIFICATION REQUIREMENTS

Education & Experience

• Bachelor’s degree in Engineering or related technical discipline required.

• 10–15 years of relevant experience in technical service or related functions, with at least 5–7 years in progressively senior managerial roles.

• Experience in regulated environments such as medical or pharmaceutical industries preferred.

• Familiarity with computer-driven systems and a sound understanding of basic accounting and financial principles.

Key Skills & Competencies

• Proven leadership through influence — able to coach and motivate without direct reporting lines.

• Strong technical expertise with the ability to evaluate and implement innovative solutions.

• Demonstrated project management capabilities, from concept to execution.

• Effective communicator able to engage technical and non-technical audiences, internally and externally.

• Comfortable presenting to large groups and senior stakeholders.

• Results-driven, proactive, and accountable, with strong problem-solving and prioritization skills.

• Capable of aligning cross-functional teams with business plans and strategic objectives.

• Customer- and quality-focused, with the ability to balance service improvements and operational needs.

• Fluent in English; proficiency in another EU language is a plus.

• Culturally adaptable with a collaborative and inclusive mindset.

PROFILE:

• In line with Terumo's Core Values:
  • Respect – Appreciative of others
  • Integrity – Guided by our mission
  • Care       – Empathic to patients
  • Quality   – Committed to excellence
  • Creativity – Striving for innovation
• Communication skills: good and sensitive listener who can translate ideas, concepts, and information from different sources into structured & clear messages on different levels 
• Interpersonal skills: ability to interact easily with internal & external customers, technical and sales counterparts
• People Manager & coach: helps others in recognizing their talents, detect development needs to ensure future business growth
• Trust: inspire confidence on a long-term collaboration as a professional, integer manager
• Convince: Capability to present idea’s and plans with diplomacy in a cultural diverted
• network of customers & colleagues in order to achieve consensus
• Collaboration: convinced that “ work together works better “
• Customer & quality driven: both equal priorities
• Talented organizer: understands how to move & motivate people in order to achieve business priorities
• Decision maker: focused on efficient and effective decision-making taking in account risk, business opportunities and financial results
• Change management: ability to introduce successfully innovation and guide a team through changes and growth.

ADDITIONAL INFORMATION

• Based: Leuven

• Reporting to: Senior Service & Operations Manager

• Support the Senior Service & Operations Manager in defining and rolling out the strategic direction of the service organization across EMEA.

• Act as a respected leader and influencer, guiding teams through credibility and subject matter expertise rather than direct reporting lines.

• Build strong cross-functional relationships with local supervisors and technical teams to ensure alignment on priorities, execution, and continuous improvement.

• Monitor service data and KPIs to identify improvement areas; collaborate with local supervisors to drive efficiency and consistency across field service operations.

• Lead and support the implementation of regional improvement projects aimed at enhancing service performance and customer experience.

Key Attributes for Success in This Role

• Strategic influencer with strong cross-functional collaboration skills

• Drives outcomes without direct authority through relationship-building

• Effective project manager and process improver

• Data-savvy leader capable of interpreting and acting on service KPIs

• Aligns diverse teams toward a shared service strategy