National Service Manager - Medical Device

Job description :

- Provide direction and leadership of customer service in designated country. Develop effective strategies necessary to support customer needs in concert with company service objectives, guidance and best practices.Build up and optimize service infrastructure

- Establish Service Process confirming to Local Regulations;

- Motivate team members to achieve service goals;

- Handle critical service issues;

- Develop and manage third party service network if necessary.

- Responsible for service P&L.

Responsibilities and contribution :

Service delivery :

- Define service levels base on customer segmentation

- Ensure SLAs are achieved or exceeded both finance target and customer expectations.

- To ensure processes and methodologies as specified are followed for effective monitoring, control and support of service delivery; Drive/Manage service quality, performance, and service delivery process improvement.

Service sales :

- Define pricing strategies based the local marketplace; develop new value-added offers to the customers.

- Develop marketing route, Develop and implement service sales promotion plan;

- Manage service sales activities to ensure service sales target is achieved.

Service channel management :

- Develop and implement service channel plan in concert with company service strategy. Build up the process for service channel management and KPI.

- Develop qualified channels to set up service network

- Manage service activities to enhance the service qualities..

Operation Build up training procedure, facilities and trainer team :

Establish a suitable inventory and an effective logistic network to ensure reliable and on time materials delivery.

- Build up a series of service process to ensure consistency and efficiency.

- Plan and coordinate resources to ensure service operating smoothly.

Team building :

- According to business mode and service strategy, develop manpower plan.

- Involve in Recruitment.

- Lead training programs or activities.

- Coach and motivate team members to achieve company targets.