SEA Customer Support Manager (Medical devices/equipment)

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.