My client is a world leader in diagnostics and pathology space and now seek an experienced Service Manager for the SEA region World Player in the Industry Regional Role High Base Salary with Transport Allowance, AWS and 15-20% bonus Centrally Located Responsibilities: Define the service strategy in conjunction with Service Director and Managing Director Improve customer satisfaction, drive service profitability and support growth of business by achieving annual service strategies and goals through management of Field service team. Manage distributor service effectively, build & track service engineering competency and customer satisfaction in distributor service area time to time. Ensure to drive service engineering and develop region specific strategies to track progress, minimize downtime and generate revenue Achieve revenue utilization targets as well as Service KPI’s set up annually Lead and drive a culture of strong customer focus and change across the region and contribute to improvements across APAC Recruit, develop and train your team with clearly communicated service and overall performance standards Plan and conduct Periodic Service Meetings with clear objectives Provide the direction, leadership, coaching and mentoring for field service engineers and technical support associates and develop and maintain development plans Maintain relationship with key customers and external service providers and influencers at major institutions Identify market changes and report to marketing any strategy changes Lead a culture of ongoing communication in support of associate development and engagement Improve customer satisfaction and increase turnover by ensuring close collaboration with shared services Implement appropriate system modifications as needed and reduce inventory at shop fllor to a basic minimum Requirements: Bachelor’s Degree in Electrical/Biomedical Engineering or equivalent with at least 10 – 12 years’ of relevant experience Experience with pathology/histology related products and applications will be a big plus Prior experience in distributor management, trainings and managing a service tem Strong technical expertise with the ability to understand complex system operation and troubleshooting Experience with Lean Six Sigma Tools Natural leader with an innate ability to motive teams Travel of about 20% Please send your resume in WORD format by clicking the apply button below or contact Abhik Damani on +65 6701 1527 for a confidential discussion. Please note that only short-listed candidates will be contacted. CEI Reg. Number R1544061 (Abhik Damani).
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases