Technical Service Manager ANZ
3 days ago
The primary objective of this position is to oversee and ensure high efficiencies, performance, and profitability of Technical Service and After-Sale Support functions within the region.
Key Responsibilities:- Oversee day-to-day operational activities of the technical services teams in Australia and New Zealand.
- Effectively manage the team within the region to ensure a high level of efficiencies, competencies, profitability, and customer satisfaction.
- Develop and implement strategic plans to achieve departmental objectives.
- Establish and enforce work policies, procedures, and guidelines.
- Identify and implement processes to improve operational efficiencies, reduce expenses, and enhance 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 ongoing coaching and mentoring for staff development to meet requirements of customers and business opportunities.
- Responsible for the development of the annual service operating budget and accountability to meet growth and profitability objectives.
- Collaborate with Sales Operations and Sales teams to identify new business opportunities or strategic partnerships that represent potential growth.
- Work with relevant departments to develop strategies and localized offerings to achieve >20% annual revenue growth.
- Proactively maintain high-level business relationships and customer satisfaction.
- Support service-related activities, Bio-med Orientation/Briefing, and Hands-on Repairs as required.
- Ensure proper and accurate documentation of Service Reports and Checklists with compliance to local Good Documentation Practice requirements.
- Minimum 5 years of Technical Service experience in Medical Device or Biomedical Engineering industry.
- Minimum 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.
- Strong interpersonal and communication skills.
- Flexibility to multi-task, prioritize, and manage time effectively without compromising deadlines.
- Critical thinking and problem-solving abilities are essential.
- Ability to work on-site independently and as a team.
- Willingness to go the extra mile to ensure both Employee and Customer Satisfaction.
- Proficient with Microsoft Office and other Engineering software.
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