Service Team Lead
21 hours ago
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What You'll do:
- Manage Stakeholders including key customers.
- Manage and coordinate Technical Service Team in close liaison with District Customer Experience Managers.
- Set and achieve Key Performance Indicator, and customer satisfaction NPS scores.
- Actively participate in customer business reviews by providing reporting of service KPIs.
- Monitor instrument reliability and instrument service cost and manage all escalated service situations to assure timeous resolution.
- Achieve Field Service Expense Plan.
- Manage and control spare parts inventory to assure service levels are maintained and DOH and inventory levels are controlled to Plan or IBP.
- Hire, train, coach, develop, motivate and retain Technical Service Specialists.
- Implement area goals and incentive plans and perform PEx process for Technical Service Team.
- Assure service compliance with all local and division quality and procedural and process requirements.
- Implement area service strategy to assure standardization and consistency of outstanding service delivery.
- Success in this role is measured by service level achievement, customer satisfaction score (NPS), service key performance indicators achievement and economic growth and profitability per district.
Required qualifications & background:
- University degree or equivalent experience required. Bachelors / Engineering degree in medical / electrical / mechanical or medical technology is preferred.
- Ideally from IVD or Medical Devices however candidates from Customer-facing FIELD SERVICE backgrounds will be considered
- Solid experience in customer service or technical support, or a proven track record in a similar position, supported by management and customer references.
- Successful engagement with customers, specifically C-Level (including CEO, CFO, COO) and Top Management.
- People management - experience in people management with proven track - minimum 5 years of managerial experience desired.
- Ability to travel on a daily basis (up to 80% of time).
- Driving license B.
- Fluency in English
- Engineering / Technical jobs
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