We are a leading medical devices organization committed to delivering high-quality products and exceptional service to our customers. We are seeking a Manager - Service Delivery to ensure efficient service operations, drive customer satisfaction, and lead a team dedicated to excellence in medical device support.
Key Responsibilities:
Service Delivery Management:
- Manage key customer accounts, ensuring a high level of satisfaction and consistently exceeding expectations.
- Oversee customer service cases, providing timely updates and resolving technical escalations to ensure rapid closure of P1 equipment down incidents.
- Collaborate with cross-functional leaders, suppliers, and global teams to accelerate recovery of down sites and resolve long-aging escalated cases.
- Drive improvement in operational KPIs such as NPS (Net Promoter Score), MTTR (Mean Time to Repair), and MTBF (Mean Time Between Failures) for key customers.
- Manage spare parts availability and logistics in coordination with suppliers to minimize downtime.
Quality and Compliance:
- Uphold company values and adhere to all directives, policies, and procedures.
- Represent the organization professionally and positively in all customer and business interactions.
- Maintain controls to ensure full compliance with applicable laws and regulations, enhancing overall service quality.
Leadership and Team Management:
- Lead, motivate, and mentor a team of service delivery professionals, promoting collaboration and high performance.
- Foster a culture of accountability, continuous improvement, and customer-centric service.
- Ensure effective reporting, planning, and resource allocation for service operations.
Relevant Knowledge, Skills, and Competencies:
- Strong leadership and business acumen with proven ability in customer relationship and people management.
- Excellent written and verbal communication skills; exceptional customer service orientation.
- Self-motivated, proactive, and able to interact effectively at all levels of the organization.
- Working knowledge of company products and proficiency in assigned product specialties.
- Familiarity with software applications, including reporting and operational tools.
- Strong presentation and reporting skills.
- Willingness to travel frequently to customer sites as needed.
Education and Experience:
- Bachelor's degree in Engineering or a related discipline; MBA preferred.
- 10-15 years of leadership experience in customer management or service delivery roles within the medical devices or related industry.
- Proven track record of managing complex customer accounts, improving operational metrics, and leading high-performing teams.
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