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About Our Client
The Client is looking for a Customer Services Head to ensure profitable Customer Services Group by maintaining the highest level of customer satisfaction and equipment up-time rate.
Job Description
Reporting to the Country Head, the Vietnam's and Singapore's Head of Customer Services will maintain highest customer satisfaction including profitability within the business framework.
Daily responsibilities will include but not limited to:
- Responsible for the achievement of the target agreement and the quarterly business reviews.
- Responsible for service budgets by including the installed base development, the contractual/ non-contractual work and service sales programs in accordance with the defined target agreements.
- Ensure highest technical, operational, and financial performance installation projects, equipment services and maintenance, upgrades and updates of medical equipment according to technical specification.
- Ensure the functional operation of Customer Care Center (CCC) and implement the required Service.
- You will ensure efficient execution of all CS Business Management Processes to drive CS Revenue and market growth.
- Market analysis and competitive transparency
- Customer base analysis and business potential identification
- Service portfolio, offerings, and pricing
- Contract management
- Manage all external Service Partner Processes within the Customer Services as an economic unit with a process-oriented organization
- You will develop and leverage relationships, network within/ across teams/ work groups to achieve results.
The Successful Applicant
As this is a senior managerial position in the Group, you should possess the below but not limiting to:
- You hold a successfully completed Degree or higher in medical science, engineering, computer science or in a related discipline; technical understanding is a pre-requisite.
- You have professional experience in managing a service business and responsible for P&L.
- You possess Leadership and People Management with proven outcomes.
- You have successfully navigated in matrix organizations and process understanding.
- You have good healthcare knowledge as well as service affinity and good service process knowledge and its key performance indicators.
- You have in-depth market knowledge, as well as expertise on competitors and trends in the imaging & diagnostic services area.
- You have knowledge of regulatory and legal requirements within services of the local operations in the Vietnam & Singapore.
Your attributes and skills:
- You possess good analytical skills to drive continuous improvements.
- You are motivated in driving strategic topics and you always keep an eye on customer interests.
- Experience in negotiating with and managing customers and their complaints.
What's on Offer
This is a remarkable opportunity for a senior leader who specialises in customer services in medical technology. You will work with the leading professionals in the MedTech Industry and career development opportunities for being part of the leadership team.
Executive compensation package included.
Job summary
- Function
- Operational & General Management
- Industry
- Life Sciences
- Location
- Vietnam
- Contract type
- Permanent
- Consultant name
- Han Cao
- Job reference
- JN-042023-6025768
