THE COMPANY YOU WOULD BE JOINING
- This organisation is a top international medical device/equipment company who are leaders in their very niche field.
- They are represented in over 25 countries and operate in 5 therapeutic areas in the healthcare space.
- Very family friendly, collaborative culture.
- Cutting edge technologies, quality and reputation are the foundation of this European market leader.
- Opportunities for growth and career development with excellent training, a company that will invest in your future.
- This National Medical Service Manager position is responsible for planning, supporting and directing service activities to improve service excellence and customer satisfaction, as well as to develop and execute service strategies which support growth of the overall medical business.
- The Medical Service Manager leads a team of service engineers which support the medical portfolio in both public and private markets. There is 40 people in this team with 2 direct reports.
- This role has extensive interaction with external customers as well as internal stakeholders, such as the customer service manager and customer service team, medical sales staff, finance and logistics teams and other functions.
- The position will lead, support and develop a team of field service engineers and managers and lead the service operations of the Medical Division with the goal of growing the overall medical business.
- You and your team will regularly contact customers to gather feedback and to promote service offerings, capability and brand and work with the strategic marketing manager and sales team to promote the value proposition of service and customer support in specific sales opportunities.
- You will conduct analysis of service activities with the customer service manager and field engineers to monitor and optimize productivity of service functions by benchmarking time & effort required for installations, preventative maintenance, repairs and service contract implementation and identify best practice and implement these within the entire team.
- You will conduct performance reviews with your team and develop, coordinate and execute training plans.
- You will manage customer escalations and support tickets, coordinating with support teams and division manager to ensure quick resolution of any escalated issues.
- You will work with the Division Manager to develop competitive and attractive service offerings including service contracts, support agreements and after-sales offerings and in close collaboration with the Division Manager, create service budgets, forecasting and controlling annual service revenue and expenditure.
- You will analyse service profitability per product offering taking into account spare parts, loan stock, tooling, warranty repairs, etc. and recommend actions to Division Manager to enhance profitability.
- Experience in the same role in the medical technology/device industry.
- Strong leadership skills with extensive experience in staff management including recruitment, performance appraisals and staff development.
- Strong customer service orientation and understanding of relevant market requirements and customer expectations.
- Highly developed interpersonal, English communication – verbal & written, negotiation, analytical and problem-solving skills.
- General understanding of medical systems and fundamental know-how of service processes in medical devices.
- Advanced computer skills (including Word, Excel, etc.).
- The ability to work under pressure with accuracy.
- You must be fully vaccinated against COVID-19, have full working rights for Australia and be able to work 4-5 days in the office based in Macquarie Park.