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Sr. Manager, Customer Experience & Field Service, China

Shanghai, China

Summary of Duties and Responsibilities

Hologic has a China commercial organization with headquarters office located in Shanghai. We aim to build the China organization into an exciting place to work and with professional growth opportunities.

• Lead the customer experience and field service organization across China covering all Hologic business units and products – develop service to become the most admired Service organization in all of healthcare

• Achieve service P&L targets both on top-line service revenue and service profitability

• Produce excellent customer focused service experiences and outcomes enabling Hologic promoters

• Trend and improve service KPIs such as Net Promoter Scores (NPS), customer retention, system uptimes, remote resolution rates, and first-time fix rates

• Act as a change agent within the organization to drive the implementation of better practices

• Integrate disparate service organizational units to drive more effective and efficient service operations to direct end customers as One Hologic

• Simplify service operation complexities by identifying an improved to-be operational workflow model and structuring a plan to achieve the change

• Develop and manage the technical service team, execute, and improve the technical service processes (including equipment installation, troubleshooting, technical training, incident resolution, and maintenance), and initiate & close service sales and billing activities

• Drive deeper engagement and performance expectations with business partners across China

• During pre-sales activities, work collaboratively with business teams to close deals and support customers with technology expertise and service capabilities

• Planning and Budgeting

• Drive and develop technical service strategy in line with business development needs

• Analyse market conditions to develop the strategy, offerings, and price of service catalog items such as service contracts, warranties, spare parts, and labor of technical service / repair to balance with market expectations

• Develop, monitor, and control department expense budget

• Development, evaluation, training, and daily management of the technical service team to ensure high level of service that corresponds to the company’s policy

• Manage and coordinate field installation activities for successful commencement of products in customers’ environments in compliance with local law and regulation governing product safety, installations, and operation directives

• Lead team to provide outstanding technical training for customers

• Equipment repair and maintenance activities, both proactive and reactive

• Provide answers to product related problems and advise customers of the best possible solutions

• Work with the operations team to control spare parts stock at a reasonable level to meet customer requirements

• Drive the development of the service business to achieve the service sales target

• Allocate and balance work across direct reports

• Review and provide timely performance feedback

• Plan and execute internal service training

• Recruit key talent, develop, and motivate

• Resolve people/functional issues in the team to achieve targeted performance and retain key talent

• Manage Service business partners, dealers, & collaborators to ensure their capabilities meet or exceed company expectations for their defined business segment(s)

• After-sales Service

• Provide regular reporting for service delivery, failure analysis, timely feedback, and analytical information of service performance

• People Management & Development

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven knowledge of technical management, expertise across different business units containing products targeted at different markets and market segments

• Strong people management and development skills to successfully recruit and build the regional technical service team to support strategic growth targets

• Able to understand and solve technical and management problems effectively & efficiently

• Strong market knowledge, customer experience, and demonstrated relationships with business teams

• Excellent leadership, organized, and strong interpersonal skills to be able to communicate on different organizational levels up to and including CxO of customers and partners

• Demonstrate strategic thinking, proactiveness with a sense of urgency, business & result, and focus on customer satisfaction

• Ability to work independently

EDUCATION

• Bachelor’s degree or above in health-related or engineering / mechanical-related discipline

EXPERIENCE

• Minimum 15 years technical service experiences for medical devices preferably in the maintenance sector

• More than 10 years’ experience in the world class multinational company in medical device or related field

• More than 3 years team management experience

• Experience in radiology / cardiology imaging, diagnostic instruments, and surgical fields preferred