Aftermarket Manager

3 weeks ago

Sydney, Australia Austcorp Executive Full time

Medical Devices
- Dental
- Aftermarket

Do you have a passion for delivering superior Aftermarket service and support? Are you a key player in the essential daily functions of a successful office? Do you love working with technology and problem-solving? My medical devices client is seeking an experienced superstar who is looking to take on a newly created management role to join our growing team.

The individual will oversee the whole Aftermarket department, beginning with dealing with 3rd party service providers. After which in conjunction with the GM, will build the Aftermarket department business plan, upon which they will build their own team to deliver a full standard “Aftermarket” experience for our full portfolio, across dental and medical.

**THE ROLE**:

- Develop a structure for an in-house Aftermarket service centre for dental and medical based on current and future business growth.
- Develop paperwork and workflow structure for all Aftermarket service contracts, loaners, warranty requests, gestures of goodwill etc.
- Analyse, monitor, and report on all claims - warranty, goodwill etc.
- Control and coordinate all communications to 3rd party service partners (note we may stagger the rollout of in-house servicing
- Hire, train, & manage Aftermarket service staff including customer support and technicians.
- Develop and implement quality and control processes to ensure the Aftermarket service operates effectively.
- Monitor service equipment tools and capacity, and liaise with internal staff for ordering.
- Develop and take ownership of the annual Aftermarket budget.
- Work with sales and marketing to develop Aftermarket marketing strategy and sales programs to ensure ROI.
- Provide GM with weekly summary report and Monthly Aftermarket report.
- In collaboration with senior leadership, lead large business operations and focus on operational activities within the practice.
- Most of the time is spent overseeing areas of responsibility, planning, prioritizing and/or directing the work/responsibilities of teams/colleagues.
- Goal achievement of the specified area is accomplished through strong management of teams/colleagues to ensure operational results.
- Maintaining optimum customer care systems through effective fiscal and operational management, which includes ensuring policies, practices, and procedures are understood and followed by team members.
- Communicate with parties within and outside of their own job function, which may include external customers or vendors.
- Develop and infuse into Oceania Operations a continuous improvement approach to performance management, including the provision of operating protocols and standards, and the adoption of standard workflows.
- Responsible for managing teams, making, and implementing adjustments and improvements of processes, systems, or products to enhance performance of job area.
- Oversee compliance with regulatory and accreditation requirements and development and maintenance of Practice Manuals

***

**REQUIREMENTS**:

- Proven experience in medical device Aftermarket, demonstrating expertise in Aftermarket service, service contracts, warranty management, and goodwill gestures.
- Strong leadership skills with a track record in hiring, training, and managing Aftermarket teams, ensuring effective coordination for operational results.
- Demonstrated ability to develop efficient paperwork and workflow structures for Aftermarket services, including contracts, loaners, and warranty requests.
- Experience in establishing and maintaining quality and control processes for effective Aftermarket operations and ownership of annual budgets.
- Adept at identifying and capitalizing on revenue opportunities aligned with annual service goals through cross-selling and upselling.
- Excellent communication skills for effective liaison with internal teams, external partners, sales, and marketing, with a collaborative approach to senior leadership in developing Aftermarket strategies.

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