Services Director / Senior Director (Medical sector) 356080

THE ROLE

CLIENT: Medical Devices

COVERAGE: Asia Pacific & Japan

TRAVELLING: When required

SUMMARY

Participate with other senior managers to establish strategic plans and objectives. Make final decisions on administrative or operational matters and ensures operations’ effective achievement of objectives.

Work on complex issues where analysis of situations or data requires an in-depth knowledge of the company.

Participate in corporate development of methods, techniques and evaluation criteria for projects, programs, and people. Ensure budgets and schedules meet corporate requirements.

Involved in business decisions on the impact on the overall success of functional, division, or company operations

Regularly interact with executives and/or major customers. Negotiate with customers or management or attempt to influence senior level leaders

Direct and control the activities of a broad functional area through several department managers within the company.

Overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.

THE ROLE

Collaborate with the Service heads at corporate level and in other regions on alignment of the direction, strategies and processes of Field Service to meet financial targets and service level expectations, to improve service revenue and cost efficiency.

Provide strategic leadership and direction for the delivery of pre and post-sales services and support to clients / customers.

Manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.

Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer / clients.

Liaise between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.

Review warranty claims

Develop and manage return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.

Manage profit and loss center. Select, develop and evaluate personnel to ensure the efficient operation of the function

Perform all required management responsibilities. Implement the company's policies, programs, and guidelines; ensure employee productivity and growth; manage resources; knowing company’s business; and maintain functional, technical, and external market awareness necessary for managing immediate organization.

REQUIREMENTS

Bachelor’s Degree / Master’s Degree preferred

15 years of relevant experience in service management and service marketing experience in HIGH TECH, Medical Device / Medical Analytics industry with 7 years management experience

Experience with SAP or equivalent ERP product and productivity software desired

Influencing skill to drive changes and plan execution across APJ

Obtain and complete LMS training plan specific to assigned responsibility