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Technical Service Commercial Operations Manager

3 weeks ago

Macquarie Park, Australia Alcon Full time

Role Summary

Support the Head of Technical Service in the development of strategy and targets for the overall service P&L. Grow the service business by direct selling of SLA to customers at point of sale and post warranty opportunities. Responsible for the direct supervision, coaching and development of local Field Service Operations Specialists and Warehouse teams. Collaborate with sales/Marketing team to set the service and sales expectation.

Roles and responsibilities

Ensuring uniform and consistent service deliveries across the designated APAC region within Alcon policies and procedures.
- Support the Head of Service in the development of strategy and targets for the overall service P&L.
- Manage the service contract opportunity funnel maximising win rate by driving adoption of service level agreements while achieving the financial, operational, and customer-centric metrics.
- Identify and create new opportunities and work with sales and account teams to continuously increase prospect funnel for system upgrades.
- Identify opportunities for service delivery improvements and value add to the customer/clients.
- Responsible for managing all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy, identifying opportunities for service delivery improvements and value add to the customer
- Build strong business relationships and formulate account strategies and plans together with equipment team colleagues to continuously strengthen relationships across all accounts
- Be the local advocate for SFDC and SAP utilization across the division and develop, maintain, and solve issues related to SFDC and SAP reporting tools
- Ensure material, pricing, and customer databases are properly managed with inputs and outputs to the databases being controlled throughout the life cycle.
- Ability to execute monthly, quarterly, and annual business reviews with Senior Management in Australia.
- Supports service systems (CRM) implementations, ensures business process and data integrity.
- Support spare parts management, including timely return of strategic spare part cores, maintain mínimal spare part inventories while achieving high customer service, and provide coordination with plant service organizations of critical stock outages. Attains inventory turn goals for the country/cluster.
- Supports service systems (CRM) implementations, ensures business process and data integrity.
- Support spare parts pricing, management, including timely return of strategic spare part cores, maintain mínimal spare part inventories while achieving high customer service, and provide coordination with plant service organizations of critical stock outages. Attains inventory turn goals for the country/cluster.
- Shape regional/global processes and program by sharing best practices and offering insight to regional and/or global teams.
- Maintain and support GMP/QMS and any local regulation requirement.
- Strong understanding of the organizational culture and the dynamic of current external environment and how both impacts the Field Service function.
- Country specific projects and Tasks as required

Education
- Minimum: Graduate /Postgraduate
- Preferred:
Experience
- Minimum: 5 to 10 years in People management
- Preferred: Experience working within a Service Organisation or Service Sales environment
- SAP
- ServiceMax/SalesForce