FUNCTION: This position will have responsibility of developing, mentoring and motivating the service team towards achieving the company’s goals.
Basic purpose of this position: This will include balancing customer technical service support departmental affairs, developing, mentoring and motivating the service team towards achieving the company’s goals.
Essential duties and responsibilities: The incumbent will also be responsible for, but not limited to the following duties: •Be responsible for technical and service support for the whole products •Develop, coach and motivate the service team towards achieving objectives and maintenance of good customer relationships in collaboration with dealers •Collect customer feedback and find way out to the possible problem by analysis and research •Task with meeting monthly, quarterly and annual objectives and provide direction for the service team to attain them •Identify and provide improvements in channel service support and activities •Develop and implement regional service plan which towards achieving the departmental goals •Lead dealer service performance in the region according to the company requirements •Develop regional service budget and responsible for regional service P&L •Define the limit for which company is responsible as mentorship for negotiating settlement of claims •Communicate with HQ office on technical matter, be the liaison person between the technical service department in HQ and customers in the region
This description is a summary of principle responsibilities and is not intended to include all duties may be assigned.
Working relationships and contacts: •External contacts for this position include dealers, suppliers and vendors. Customers may include hospitals, laboratories, institutes, factories and universities. •Internal contacts include global Technical Supports, Sales, Marketing and Finance, all customer technical service department staff members as well as other service support administrator staff in other offices of the company to gain information or to solve problems.
Supervision received and given:
The incumbent of this position is responsible for his/her own work. Only new work is reviewed before issue, all other work is balanced independently, reporting status to managers/supervisor. Some work requires analysis and use of initiative and independent judgment, but most assignments are specific and well-defined.
EDUCATION & SKILLS: •Bachelor degree or above in Engineering, Electronics, Mechanics, Automation or Biomedical Engineering. •Excellent English skills in speaking, reading and writing.
Working experience: •Minimum seven years of related working experience, over four years in directing a team. •Being experienced in the medical device industry is helpful.
Functional proficiencies: •Begins to broaden professional expertise by studying related disciplines and innovations in the larger technological arena •Considers organizational issues, external factors, and customer perspective when making decisions •Encourages system-level innovation. Interprets technology within the context of strategic plans, defines capabilities and constraints, and identifies how experimental data may apply to internal programs/projects •Prepares for cross-functional opportunities, leadership roles or technical advancement. Applies new knowledge to improve work processes •Focuses on key tasks when faced with limited time and resources •Quickly identifies projects and initiatives requiring special attention •Has broad conceptual framework and experience to achieve objectives •Understands goals, objectives and barriers to achievement for defined area of focus •Plans, organizes and runs the achievement of functional unit goals •Maintains frequent contact with internal and external executive and senior management •Understands and presents complex technical and non-technical information adjusting approach based on audience's level of understanding •Solves issues and conflicts using effective negotiation and persuasion skills •As team leader, uses ability of team members, conducts effective meetings and resolves team conflicts •Uses understanding of the factors crafting customer needs to anticipate and respond to customer needs
Travel requirements: This position may require business traveling in a frequent situation.