Technical Service Manager Anz

2 months ago

St Leonards, Australia Zoll Medical Corporation Full time

Resuscitation

At ZOLL, we're passionate about improving patient outcomes and helping save lives.

We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Resuscitation division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

At ZOLL, you won’t just have a job. You’ll have a career—and a purpose.

Join our team. It’s a great time to be a part of ZOLL

Job Summary:
The main role of this position is to oversee and to ensure high efficiencies, performance and profitability of Technical Service and After-Sale Support function within the region.

Essential Functions:

- Overseeing day-to-day operational activities of the technical services teams in Australia and New Zealand.
- Effective managing team within region to ensure high level of efficiencies, competencies, profitability and customer satisfaction.
- Perform strategic planning and identify primary department objectives.
- Establish and enforce work policies, procedures, and guidelines.
- Identify and implement processes to improve operational efficiencies, reduce expenses and improving customer satisfaction.
- Establish goals and metrics for direct reports and monitor progress towards achievement of objectives.
- Create and define business growth opportunities to grow service department revenue and achieve financial objectives.
- Provide on-going coaching and mentoring for staff development to meet requirements of customers and business opportunities.
- Responsible for development of the annual service operating budget and accountability to meet growth and profitability objectives.
- Coordination with Sales Operations and Sales team to identify new business opportunities or strategic partnerships that represent potential growth.
- Working with relevant department for Strategic planning to increase ExpertCare adoption rate in the region.
- Develop strategies and localized ExpertCare offerings across the region to achieve >20% annual revenue growth.
- Proactive in Maintaining high level of business relationships and customer satisfaction.
- Back-up on service-related activities, Bio-med Orientation/Briefing, and Hands-on Repairs when required.
- Ensure proper and accurate documentations of Service Reports and Checklists with compliance to local Good Documentation Practise requirements.

Skill Requirements:

- Min 5 years of Technical Service experience in Medical Device or Biomedical Engineering industry
- Min 5 years of managerial experience in Medical Device or Biomedical Engineering industry
- Ability to work with all levels of individuals and management throughout the organization.
- Experience with on-site support, troubleshooting and fault investigation
- Good interpersonal and communication skills
- Flexibility to multi-task, prioritize and manage time effectively without compromising deadlines
- Critical thinking and problem-solving abilities are a must
- Ability to work on-site independently and as a team
- Willing to go the extra mile to ensure both Employee and Customer Satisfaction
- Proficient with Microsoft office and other Engineering software

Other Duties:

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