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Healthcare & Life Sciences

SEA Customer Support Manager (Medical devices/equipment)

Job details

Location: Singapore
Job Type: Full Time
Discipline:
Reference: HCLS/AF/CSM/140820C
Posted: 3 months ago
Consultant: Angel Fu
Consultant Email: email Angel
Consultant Phone: +65 6950 0358

Job description

Our client is a well-known MNC in Clinical Diagnostics industry

Responsibilities:

  • Oversees and maintains post sales team of Field Service Engineers (FSE) and Field Applications Specialists (FAS)
  • Works closely with presales and sales team, creating tactical service plans for key accounts
  • Acts as the primary connection between the office staff and the field staff, answering any technical questions either may have
  • Regularly visits clients and customers to maintain network and relationships
  • Develops post sales service business plans to enhance service and revenues with focus on Customer Retention
  • Assures that communications from the office reach the field in a timely and efficient manner
  • Works directly with Global Services Leadership on operational strategy as related to performance and goals
  • Advises Global Service Leadership on growth opportunities
  • Participates in corporate strategic and tactical planning processes for post sales service
  • Primary focus is on service metrics to include localized escalation, engineer and applications technical mentoring and daily activities such as PM’s, MODs and balancing workload
  • Support mid management in scheduling FSEs and FARs for appropriate jobs according to skillsets
  • Regularly visits job sites for quality control, coaching and training purposes
  • Responsible for expanding network and developing new relationships for new opportunities.
  • Technical support for all post sales activities
  • Reviews FSEs and FARs service records to make sure that all work is being done to in accordance with compliance standards
  • Defines the needs of the team with regards to training and developmental needs; establishes goals to meet objectives
  • Identifies and eliminate operational risks
  • Responsible for the implementation of and adherence to corporate processes and procedures
  • Maintains control over materials purchase in alignment with customer needs
  • Regularly assesses skillsets of FSEs and FARs through mid-managers and provide evaluation/coaching as necessary
  • Identify and replace non-performers
  • Conduct interviews with new post sales service associates to assess if their skills meet company standards

Requirements:

  • BS or MS majored in Biomedical Engineering, Electronic Engineering, Medical Technology or Life Science related
  • Minimum 8 years’ experience in service supervisory or service planning and LEAN management in healthcare industry
  • Strong in process improvement/enhancement, working efficiently and strong in collaboration
  • Broad management skills including planning, coaching, delegation, communications and conflict management, etc

Please contact Angel Fu at +65 6950 0358 or charterhousehealthcare@charterhouse.com.sg for a confidential discussion

EA License no: 16S8066 | Registration no: R1983939

Only successful candidates will be notified.