You will be responsible for being a Senior Service Engineer Manager- Medical Device that strategically managing the treatment solutions service operations as well as developing the Service strategy for the Business Unit.

Client Details

Our client is a well-established medical device company supporting the global health-care community, they are looking for a high calibre to join the team as Senior Service Engineer Manager- Medical Device.

Description

• Lead and develop Hong Kong Service organisation to ensure that customer service and support is delivered efficiently
• To liaise with the Business Areas and other functions to understand product developments, changes and opportunities in the service environment
• Advise the service teams on the actions necessary to address issues/maximise opportunities
• Develop and deliver metrics and tools to monitor changes, trends, gaps and opportunities in the installed base so as to understand their market
• Direct the development and implementation of the approved strategic plan for service in Hong Kong
• Review, approve and implement the operating plans, policies, and procedures
• Ensure situations are prioritised and resources are allocated where the service operations are unable to satisfy demand from their own teams for either Service or Order Fulfillment activities
• Continuously monitor customer satisfaction through surveys or direct feedback
• To ensure ongoing or critical technical situations are escalated as appropriate in a timely manner
• Continuously review and monitor service delivery workflows
• Work with the Service Management Team and QA to develop new procedures and ensure adherence
• Ensure the service operations are securing the service revenue within their remit
• Identify and drive Business Unit initiatives to reduce costs of service operations
• Closely work with the service business teams to identify, develop, and deliver into various opportunities
• Attract, retain, and develop the capabilities of employees within the Service function
• Demonstrate effective leadership that all have clear guidance on expectations on their behaviours in roles
• Perform other related ad hoc duties

Profile

• Minimum of 8 years of field service operation experience
• Bachelor's degree in in Electrical/ Electronic Engineering or Science related discipline
• Experience in working in the large system will be an advantage
• Independent, highly motivated, good leadership skills with the ability to organise, train and supervise personnel
• Capable of managing the operation, including personnel and standards of performance and work output to satisfy customer's service needs
• Excellent technical/analytical skills
• Excellent communication skills both verbal and written
• Strong customer service skills, to provide high-quality care and attention throughout the sales and service process
• Willing to travel when required

Job Offer

A competitive remuneration package will be offered to the right candidate.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Zalika Ho on +852 2848 4783.