APAC Service manager

The primary goal of the position is to lead the APAC service organization and establish oversight and leadership while consistently achieving high benchmarks of customer satisfaction, operational efficiency, staff effectiveness, employee satisfaction, and patient/user engagement.

The person in this role will sit on the Global Services Leadership Team and will be required to work collaboratively across the organization to drive focus and best in class execution for all aspects of the services business in his region, including:

  • Oversee and actively lead a rapidly growing team of highly skilled field service engineers across the APAC.
  • Foster leadership development within the APAC field service management team in order to build a world-class service organization that supports sales efforts and targets.
  • Engage with both internal and external customers, manage and resolve challenging customer situations.
  • Engage with distributors in his region to manage all activities related to service, including training, reporting, escalation plan, and new installations.
  • In partnership with the Commercial team, R&D team, HQ Service team and other teams in the organization to achieve efficiency.

 

What you will be doing:

  • Manage and execute the day-to-day activity and performance of APAC Service including Installations, PM’s, System Repairs, Service forecast Stock level, Sites Planning & FMI’s, managing assets (Manpower, distributors, and subcontractors).
  • Hands-On support for Service activity when needed.
  • Lead the development and execution of short and long terms strategies to improve service level.
  • Manage APAC escalation plan and 2nd Tier specialists which support APAC install base, complaints & Service Cases.
  • Partner with key stakeholders (Distributors, Sales,Cam, Apps…) to achieve company goals and objectives
  • Responsible for APAC service team training, execute training programs for different levels of FE as set by HQ.
  • Responsible for the G&O for the APAC service department, including the reporting of service activities on Salesforce to assure conformity to company standard, policies, and procedures

What you have:

  • Prior experience as a Service manager, managing people and activities.
  • 10+ years’ experience servicing capital medical systems.
  • Experience with technical understanding of MRI systems- An advantage
  • Proven Leadership skills
  • Strong communications skills
  • Strong technical skills
  • Location - Japan
  • High level of English 

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