Responsible for implementing and maintaining the effectiveness of the quality system. Oversee and manage several departments within the Area Service function. Provide direct management and counsel to staff to ensure goals are met. Set technical strategy for Service for product families and translate strategy into specific actions. Work with Global Service directors on country strategies within given product platforms.
Establish goals and ensure projects are completed on time and within budget.
Core Responsibilities:
Align with Area Diagnostics commercial leadership to deliver a unique service experience to our customer base across the region, that drives renewals and reference-ability.
Partner with General Managers to define and achieve the long-range strategic plan for the region, balancing long-term goals with short-term business needs.
Implement and execute service and support strategy, budget and resource planning to drive efficiency, profitability, customer loyalty, standardization and harmonization of service tools and processes.
Anticipate market trends and environmental forces and implement the necessary changes to meet customer needs.
Provide direction and leadership for the field service organization, fostering a healthy, growing business.
Ensure development activities are in place to maintain a constant supply of high-performing talent.
Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
Responsible for strategic initiatives regarding technical service support, escalation and training
Supervisory/Management Responsibilities:
Direct Reports: 3-5, including managers of different areas of the Service business (Level 3 escalation, training, refurbishment center and Implementation & Installation Team)
Indirect Reports: 200-300 including second-level reports and dotted-line reports including country managers and front-line Service roles.
Position Accountability/Scope:
Reports to the DVP Global Service and serves as a member of their staff.
Ensures compliance with regulatory agencies and that systems, procedures, and management structures are in place to meet goals ethically and legally.
Interfaces with relevant Core Lab partners in areas such as Global Technical Operations, Quality, Marketing, Finance, Pricing, Sales, Commercial Operations, Training, and HR.
Travels as required to manage and support the regional service teams.
Key Performance Indicators (KPIs):
Achievement of renewal and customer loyalty goals
Management and control of Service Cost budget
Improvement in Gross Margin & Division Margin
Successful implementation of Core Lab offerings in target accounts
Achievement of key service performance indicators focused on efficiency and customer centricity
Development and retention of high-performing talent
Education and Experience:
Minimum of a Bachelor’s Degree in a technical discipline; an advanced degree is preferred.
Minimum 8 years prior related experience overall; 3 years in a management function.
In Vitro Diagnostics experience is required.
Experience working in a quality system-driven organization and environment. Failure to adequately perform tasks can result in noncompliance with governmental regulations.
Extensive experience with large healthcare systems and Integrated Delivery Networks.
Proven capability and track record in service leadership, including successful management of budgets and capital expenditures.
Proven track record in driving change and challenging the status quo, viewed as a change agent in the organization.
Strong strategic business acumen with a track record of growing renewals and increasing customer satisfaction.
Excellent people management skills with a proven track record of interpersonal agility to operate across cultural and geographic boundaries. Ability to bring teams together, especially in difficult times.
Strong customer orientation, with the ability to understand the changing face of the customer in the industry.