• Sales / CS experience in medical equipment/ healthcare device.
  • 7 years of experience in service function
  • Dynamic culture

Our client is looking for Service Manager.

Job responsibilities:

  • Owner of the Service team P&L.
  • Responsible for HK service team management and development.
  • Plan and manage all the service processes to deliver timely and efficient service to ensure high customer satisfaction.
  • Take care of the local OPEX management to make regional service revenue contribution.
  • Lead Service Team in driving customer after sales excellence by prompt installation and troubleshooting reaction time, having high First-time fix rate, good customer satisfaction, and execute on-time planned PM.
  • Drive service support and customer management. Ensure that the processes are defined, understood and applied by the team members in order to be in compliance with country and US legal obligations and Sarbanes-Oxley.
  • Plan FSE training and responsible for the technical development for the whole team.
  • Spare Parts Management - Inventory management of local stocks hubs with the objective of utilising the most efficient services & best working practices to minimise logistics costs.
  • Lead after-sales with service planning, service revenue forecast, warranty reporting and etc.
  • Ensure achievement of quantitative and qualitative external customer satisfaction goals in order to meet excellent service quality.
  • Own and drive the strategic resources planning and talent development for the service team.

 Job requirements:

  • Minimum 7 years of experience in service function with at least 2 years’ experience team management.
  • BS Degree in business or relevant major.
  • Good language skill in both English and
  • Experience in a sales & service organization, especially in medical device, life science instrument, and healthcare equipment industry.
  • Ability to motivate, provide leadership and a participative organizational climate to selectively attract and retain professional staff.
  • Mindset to continuously improve processes.
  • Ability to analyze complex business issues and isolate root causes and work towards a simpler and more efficient process. Service minded.
  • A good team player with excellent communication and interpersonal skills.
  • ERP knowledge, preferably SAP plus Microsoft office tools.
  • Awareness for compliance.
  • Willing to travel.



Type: Permanent

Category: Customer Service - No Selection Required

Reference ID: KWW_112124_copy

Date Posted: 22/06/2023

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