Head of Service & Support, Laboratory Diagnostics, Singapore

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.