Job details
Location: | |
Job Type: | Permanent |
Discipline: | |
Reference: | HLS/KP/130120/ CH |
Posted: | over 4 years ago |
Consultant: | Kelvin Pang |
Consultant Email: | email Kelvin |
Consultant Phone: |
Job description
Job Title Head of Service & Support, Laboratory Diagnostics, Singapore
Job Summary Our client is one of the leading IVD MNCs.
Responsibilities:
- Manage the service support team and be responsible to expand the competitiveness with excellent services delivery to ensure highest customer satisfaction
- Ensure the highest technical, application, operational and financial performance installation projects, equipment services and maintenance, upgrades and updates of Diagnostics equipment according to technical specification
- Maintain the highest customer satisfaction including Service KPI (Service cost over total revenue) within the framework of Company Customer Services
- Ensure the functional operation of Technical & application set up and comply to the required Service Support Process SERVOR (Registration, clarification, dispatch, spare part logistic, service confirmation, preventive maintenance, update instruction)
- Implement the technical, Application and operational guidelines and processes as well as Company Remote Services (e.g. blue book, Field Service Strategy) to meet the operational KPI
- Develop the competence with staff training based on the agreed business plan and future products for technical engineers & application specialists
- Manage and site-specific support to the field force in any technical issues & application related to Diagnostics equipment and others related 3rd party systems
- Escalate any incident to next level support (RSC/ HSC) according to defined Service Level Agreements (SLAs)
- Interface with field force from incident to problem management and push for resolutions
- Provide sales support for technical & application topics
Requirements:
- Minimum 10 years of experience in similar Healthcare field
- Experience in managing, leading, resource planning and motivating teams and individuals
- Experience dealing with customer complaints
- Experience in Singapore Public Healthcare system
- Possess ability to prioritize work considering complex matrix of inputs
- Possess good communication capability, organizational capability, presentation capability
- Possess product knowledge of Diagnostics equipment and MS/ SAP Know-how
- Possess good Project Management and organizational skills
- Have a can-do attitude
Please contact Kelvin Pang at +65 6950 0364 or charterhousehealthcare@charterhouse.com.sg for a confidential discussion
EA License no: 16S8066 | Registration no: R1325516
Only successful candidates will be notified.