Senior Manager - Service Support (IVD & Life Science)

Main Purpose of the Job :

Responsible for overseeing the service teams, acting as a single point of contact for planning, execution, resource allocation, for the medical equipment services. The role ensures the execution of customer contracts, meeting financial and operational KPIs, and drives business expansion by improving the services and adding new products to the install base.

Areas of Responsibility

1. Build and maintain long-term relationships with key customers, addressing their queries and ensuring their satisfaction with product modifications and service initiatives. Conduct regular meetings and customer feedback surveys to identify and resolve concerns.
2. Develop and execute account-specific strategies to increase services and market share. Ensure efficient service delivery for the maintenance, repair, and calibration of medical equipment.
3. Analyse market trends, track competitor activities, and provide valuable inputs for adjusting services and marketing strategies. Use insights to ensure the company's offerings remain competitive in the market.
4. Conduct field visits to evaluate product performance, identify root causes of dissatisfaction, and implement corrective actions. Address customer queries and provide updates on recent product modifications and service initiatives to enhance customer awareness.
5. Oversee the execution of customer contracts, managing financial and operational KPIs such as cost, timelines, and revenue recognition. Ensure the efficient delivery of services, compliance with SLAs, and the achievement of non-financial KPIs such as customer satisfaction and service quality.
6. Manage contracts with equipment manufacturers and customers. Negotiate service agreements and ensure timely procurement of spare parts and technical support.
7. Ensure efficient resource allocation, performance management, and competence development. Align team resources to meet current and future business demands.
8. Develop and implement business strategies, focusing on expanding into new market segments and driving product launches. Ensure alignment with overall company goals and objectives for sustained growth and profitability.
9. Ensure governance in customer contract execution planning by implementing PMI principles and adhering to company operational guidelines. Oversee the full contract lifecycle, from initiation to closure.
10. Monitor contract execution to ensure services are delivered on time, within budget, and meet the required quality standards. Proactively manage risks and resolve issues to maintain contract profitability and customer satisfaction.
11. Ensure compliance with health, safety, and quality standards in all services delivered.
12. Work closely with cross-functional teams to develop services and solutions that align with customer needs and business objectives. Support the service team in transforming customer requirements into business opportunities.
13. Engage in product modifications and service initiatives.
14. Conduct customer feedback surveys to identify their concerns and undertake result-oriented steps to maintain optimum customer satisfaction levels.
15. Undertake field visits at customer's end to evaluate product performance, identifying the root cause of dissatisfaction and placing the appropriate process to eliminate the problem.
16. Any additional tasks or responsibilities related to the role may be requested by the line manager as required.

Desired Experience: 10 to 12 years experience in the same role, with 3 years in a leadership role required.

Desired Qualifications: Bachelor's degree in business or Biomedical Engineering. A master's degree is preferred.