Develop and execute the global service growth strategy for Core Histology business
Manage the Core Histology business unit’s Service team installed base support, escalations, service documentation and training, and service engineering.
Manage the global Core Histology Service portfolio and offerings in alignment with the Sales Units’ SU organizations growth commitments and customer expectations.
Lead global Installed Base support and escalations team
Lead global deployment of field actions with Sales Units
Drive global service spare parts processes & improvements for IB
Drive service productivity programs for installation and warranty
Drive Product service documentation & user guides development, implementation & deployment
Drive Service training logistics & processes
Design, integrate, implement & deploy service requirements and features / capabilities for NPI & product improvements programs
Define and manage the global Core Histology EOSL & EOPL process & deployment.
KEY SUCCESS METRICS
Customer Satisfaction and Service Quality Increase the customer satisfaction and net promotor scores. Reduce complaint rates for the portfolio of CH products in close collaboration with Product Management, Quality, R&D teams and Sales Unit service
Service Revenue Growth and Margin Expansion Increase % of LBS Core Histology installed base under service contract YOY.
Ensure effective execution of Service productivity programs.
Strategy - Strong analytical and strategic capabilities, future-oriented thinking, strong business acumen
Networking - expert in building strong professional relationships and being a persuasive communicator
Leadership in a cross functional environment the ability to lead, influence and shape opinion among a peer group of senior leaders.
Results orientation driven to realize results; does what it takes to accomplish business objectives, high sense of urgency
General management the ability to work with all functions to deliver strong P&L performance and growth.
Maturity and business judgment the ability to constructively interact with key internal and external leaders to successfully address complex business issues / opportunities.
Flexibility - the proven ability to successfully deliver results while quickly adapting to changing priorities and unforeseen challenges.
Prioritization skills - the ability to successfully manage multiple (and sometimes competing) priorities / areas of focus.
Responsibility an attitude of complete accountability for all things relating to the product line(s), regardless of functional responsibility.
Education and / or Experience
Bachelor’s Degree (Technical or Engineering field), Master’s Degree in Business preferred
5 Years of experience leading and building high performing teams; prior experience managing a team of 10+ employees
Specific and demonstrable skills in developing service growth strategies in Medical Device industry
Track record of delivering service financial & business results while quickly adapting to changing priorities and unforeseen challenges
Experience with design for service and remote service connectivity
Strong communication skills - Customer focus and service oriented
Reports to : VP Core Histology
Direct reports : Core Histology business unit service managers
Key Relationships : SU Service leaders, R&D, Q&R, Product Management.
External Customers, distributors, 3rd party service providers
This job description in no way states or implies that these are the only duties to be performed by this employee. The incumbent is expected to perform other duties necessary for the effective operation of the department or unit.
This job description may be changed at any time.