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Customer Services Director AMEC

Malvern Panalytical Ltd

Job Overview

Location

United States - Remote

Job Type

Full-time

Full Job Description

📋 Description

• As the Customer Services Director for AMEC, you will lead a geographically dispersed team of customer service professionals to deliver world-class support, drive customer satisfaction, and improve Net Promoter Score (NPS) across the region, directly contributing to Malvern Panalytical’s mission of enabling scientific discovery through exceptional service.
• You will lead and empower regional Customer Success teams by setting performance goals, monitoring KPIs, and driving operational excellence using tools like Salesforce and SAP, while fostering continuous improvement through Lean/Six Sigma methodologies to enhance service quality and efficiency.
• You will collaborate closely with Sales Directors to align service delivery with revenue objectives, ensuring timely installations, proactive customer engagement, and seamless handoffs that support order intake and long-term customer retention.
• You will act as the primary escalation point for complex customer issues, championing swift resolution and proactive communication to maintain high loyalty and trust, turning service interactions into opportunities for advocacy and growth.
• You will serve as the central hub of communication between Sales, Finance, Senior Management, and local service teams, ensuring strategic alignment, sharing insights, and driving innovation across regions to create a unified customer experience.
• You will ensure compliance with health, safety, and operational standards across all service activities, standardizing processes and best practices to maintain consistency and reliability in every customer interaction.
• You will monitor financial performance metrics including revenue realization, productivity, utilization, and installation timelines, using data-driven insights to optimize resource allocation and improve profitability without compromising service quality.
• You will develop and nurture talent by supporting local managers with performance reviews, development plans, and cross-training initiatives, building a skilled, engaged, and resilient workforce capable of adapting to evolving customer needs.
• You will drive strategic alignment across regions by sharing best practices, contributing to global Customer Success frameworks, identifying efficiency opportunities, and reporting progress to senior leadership to inform long-term growth strategies.
• You will partner with Malvern Panalytical’s broader mission as part of the Spectris Group, contributing to a purpose-driven culture where precision instrumentation enables cleaner, healthier, and more productive outcomes for customers worldwide.

🎯 Requirements

• 5–10 years of leadership experience in Customer Service or Customer Success, with proven success managing multi-country operations and large, high-performing teams.
• Demonstrated track record of improving customer satisfaction and Net Promoter Score (NPS) through customer-first strategies, change management, and proactive issue resolution.
• Expertise in Lean or Six Sigma methodologies, with hands-on experience applying continuous improvement principles to enhance service efficiency, quality, and consistency.
• Strong commercial acumen, including solid understanding of budgets, pricing, margins, and after-sales business performance, with ability to link service operations to financial outcomes.
• Exceptional communication and influencing skills, capable of motivating diverse teams, managing senior stakeholders, and driving strategic initiatives across functions.
• Technical proficiency with CRM or service platforms such as Salesforce or ServiceMax, and willingness to travel as required to support regional teams and customer sites.

🏖️ Benefits

• Competitive salary package supplemented by performance-based bonus and comprehensive benefits, reflecting the seniority and impact of the role.
• Access to a pension scheme and holiday entitlement including public holidays, supporting long-term financial security and work-life balance.
• Opportunity to work remotely with hybrid flexibility, enabling you to contribute effectively from any location within the AMEC region while maintaining strong team connections.
• Volunteering days and additional wellness perks, reinforcing Malvern Panalytical’s commitment to employee well-being and community engagement.
• Being part of an ambitious, fast-growing, international organization with an inclusive culture that values diverse perspectives and fosters professional growth.
• The chance to make a meaningful impact by supporting scientific innovation through exceptional customer service, aligning with the company’s purpose to make the world cleaner, healthier, and more productive.

Skills & Technologies

Swift

Remote

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Malvern Panalytical Ltd

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About Malvern Panalytical Ltd

Malvern Panalytical is a leading provider of analytical solutions for materials characterization. The company offers a comprehensive range of instruments and software for particle size and shape analysis, rheology, molecular weight determination, and surface area analysis. Their technologies are used across various industries, including pharmaceuticals, chemicals, materials science, and food and beverage, to help researchers and manufacturers understand and control material properties. Malvern Panalytical is part of Spectris plc, a global technology group focused on precision measurement.

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