Job Responsibilities:

The Field Service Manager plays a key role in company body's Global Service and Training (GST) Organization with the primary responsibility of managing the Field Service Engineers in China, Hong Kong, Taiwan and South Korea to provide the highest quality service and support for company's Diagnostics customers.

Major Accountabilities

• The FSE Manager will provide guidance to Field Service personnel in territory management, product knowledge and department metrics
• The FSE Manager will provide onside service, phone assistance to customers, sales team, FSE's, TAS's.  Observinig FSE compliance with company's quality systems and performing field Technical Proficiency Assessments (TPA's)
• The FSE Manager will lead and provide guidance and motivation to FSE's
• The FSE Manager will provide consultation on complex projects.
• The FSE Manager will resolve customer compleaints / problems and / or coordinates tier resolution
• The FSE Manager will identify and make recommendations for improvements to products, functions and processes.
• The FSE Manager will communicate and shares new information and methods with cross-functional team.
• The FSE Manager will manage and perform preventive maintenance, instrument upgrades and unschedules visits to instruments sites
• The FSE Manager will represents workshops to department staff / internal management
• The FSE Manager will initiate documents change requests; formalizes new procedures and documents all work performed on work orders
• The FSE Manager will provides guidance to Field Service personnel in territory management, product knowledge and department metrics
• The FSE Manager will work closely with other Managers to link sales and operations to meet company objectives
• The FSE Manager will perform special projects as needed
• The FSE Manager will prepares monthly activity reports, reflecting FSE team performance against goals and objectives, also providing customer status updates
• The FSE Manager will conducts FSE PMP’s
• The FSE Manager will provide FSE performance counseling behavioral corrective actions/plans
• The FSE Manager will manage Instrument and buffer trunk Stock Inventory
• The FSE Manager will manage training for the FSE’s
• The FSE Manager will ensure compliance to corporate QA and all other company compliance policies and procedures
• The FSE Manager will monitor team’s KPI’s
• The position requires independent work and therefore the candidate must be self-motivated, self-directed and highly productive
• Work hours availability must be flexible, not conforming to a standard 40- hour workweek
• The FSE Manager must be accessible for contact by phone and cover rotatgion for weekend call
• The role requires the FSE manager to actually perform service and support activity besides managing other FSE's, therefore technial competency is require

Key Performance Indicators

• Resolve customer complaints/ problems according to contracted response time with customers and/or coordinates escalation to the GRT. Meeting response KPI’s

• Managing FSE rotation to provide 24/7coverage to customers, either over the phone or via dispatch. Meeting performance KPI’s

• PM schedule managed, PM’s completed on time 100% of the time.

• Provides guidance to Field Service personnel in territory management, product knowledge and department metrics. This can be measured by the level of customer satisfaction achieved

• Prepares monthly activity reports, reflecting FSE team performance against goals and objectives, also providing customer status updates. Reports are due on a certain date and must be provided on or prior to the due date

• Conducts FSE PMP’s on time according to HR set schedules and timeline

• Manage Instrument and buffer trunk Stock Inventory, maintaining availability of parts in country Performs annual cycle count, achieving over 96%

• Ensure compliance to corporate QA and all other company compliance policies and procedures, this can be measured by not having any Deviation Records (DR’s)

• Monitor team’s KPI’s; KPI’s include: MTBF, Annual Customer Survey, Number of days to close SR’s or update the SR status as required, MTTr (Mean Time To resolve the problem, Number of Repeat and Return SR’s, 100% PM completion on time and 100% WebTraining completion of self and FSE’s

Background

Education:	Bachelor of Science in Medical Technology or related scientific discipline, MBA preferred
Languages:	English, Chinese
Experience/Professional Requirement:	8-10 years related experience Service/technical support environment. Excellent organizational, presentation and record keeping skills. Ability to communicate in English both verbally and written Excellent command in the Microsoft Office Suite (Word, Excel, PPT) Advanced knowledge of chemistry principles and chemical handling techniques. Understanding of proper use and operation of electronic testing equipment. Knowledge of inventory and procurement systems. Understanding of regulatory bodies requirements and regulations. Ability to interface with upper management for internal and/or external customers. Ability to handle multiple projects and meet set timelines for projects or assignments The position is field based, May occasionally lift, carry, push, pull or otherwise manipulate objects up to 85 pounds in weight, and/or lift, carry, push, pull or otherwise manipulate objects up to 50 pounds in weight frequently or continuously.

Interested applicants should apply through http://register.myrecolo.com/job/apply/JBHK140516002

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