Head of Technical Services, Anz

Position Purpose

Leads the Field Service function in a large market (country or area level) and is responsible to create and execute business strategies. Direct managerial responsibility for others and in most cases a second line manager role. Responsible for the direct supervision, coaching and development of a local Field Service team. Provides comprehensive advice to complex issues where data is not clear or appears to be in conflict, by assessing and using judgment to select the right course of action. Represents the function at a senior level and possesses broad technical knowledge. Manages P & L with profitability and developing and supporting field service team on contract conversion.

Major Accountabilities

Leads and coordinates the Field Service organization across the assigned geography, for the following activities:

- Set the strategy for the Field Service function and set clear performance objectives in conjunction with the business.
- Monitor, strategize, develop and implement organizational and structural changes within the Field Service team in order to promote growth and development within the organization.
- Ensure workloads are reasonably equitable and regularly review team responsibilities and skills sets to ensure alignment to the needs of the Surgical Business Unit.
- Ensure ongoing competence of the Field Service team. Identify development areas and training needs for performance improvement for the Field Service function. Supports succession planning for key positions.
- Manages Market Service P & L with deliverance of continued profitability.
- Support Service Field level team on addition contract conversion skills
- Effectively manage service engineer resources across territories to ensure key performance metrics are consistently met (including customer prioritization if necessary).
- Communicate regularly with the Sales and management team to ensure all commercial opportunities are maximized. Provide feedback gained through customer contact in relation to competitors, market information and customers per se.
- Provide periodic reporting to management, detailing achievements toward key objectives, technical issues, areas of improvement, etc.
- Supports the development and improvement of the customer experience, ensuring the team delivers industry leading customer satisfaction levels and acts upon feedback gathered from Customer Perception Quality Surveys (CPQ’s).
- Responsible for translating customer feedback into actionable insights by communicating these to the global Field Service training team, Sales & Marketing and Manufacturing functions.
- Develops and implements service plans to successfully introduce new products within the country/cluster.
- 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.
- Liaise with management to ensure efficient resolution of technical issues.
- Shape regional/global processes and program by sharing best practices and offering insight to regional and/or global teams.
- Supports markets during annual budget process. Review and manage Field Service spend and budget and identify savings where appropriate.
- May lead the admin team to ensure timely, accurate and effective execution of all admin/operational processes to drive customer satisfaction and efficient operation of engineers.
- Audit local service processes, including service history files, test equipment use, calibration processes, documentation processes, SOP acknowledgements, etc. Ensure continuous improvement of the service organization.
- Implement policies and procedures as it pertains to Field Service.
- Frequently advises peers, senior parties and external stakeholders on technical complex issues, in order to influence actions. Creates new concepts and serves as mentor in area of expertise.
- Builds extensive internal and/or external networks to facilitate achievement of objectives for assigned area of responsibility.
- Maintain and support GMP/QMS and any local regulation requirement.
- Directs outputs of major projects, often across geographical boundaries. Ensure projects are completed on time and within budget, if applicable.
- 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: Bachelor’s degree/PG in management
- Preferred:
Experience
- Minimum: 8 to10 years of related experience
- Preferred: 6 to 8 years of People management experience

Language: Local language; fluent English level