Service Manager Russia and CIS (Medical Devices)
Job Responsibilities
Ensure that local Service policies, procedures and values are applied in local service operations aligned to ISO Service, in a harmonised and consistent way.Working with local Service staff to set performance targets, appraisals and address staff and functional issues.To assist in the setting then meeting of defined tangible targets such as inventory accuracy, training, Service hours, FSE effectiveness and efficiency. Providing reports on Service Sales by Contracts, On Call, Reagent Rental. Providing information to assist in the monitoring of adherence locally to the Strategy for Service Operations.To ensure that the service operations within the region are compliant with local Health and Safety laws, customs and practices. Partnering and implementing with the local HR all relevant policies.Work closely with Specialist and Operations Team to identify all quality issues assosiated with instrument design and performance. Adhere to the escalation process recording all data to assist with root cause analysis.Schedule and attend Service local team meetings, driving customer communication forums. Lead process of work for preparing Service focus on customer feedback aspects of the Service. Ensuring that regular follow up and review meetings are carried out with Sales/ Marketing and aligned with those of the Emerging Markets Service Manager.To be responsible for meeting and or escalating deviance to agreed Key performance Indicators aligned to the Strategy and Business Plan.Ensure decisions and ISO strategy is communicated to Service staff on a routine basis. Responsible for recommending change and in some cases the re-allocation of resources on a temporary basis between Service areas as and when needed, with appropriate communication and final authorisation from the Emerging Markets Service ManagerResponsible for establishing SLA’s and priority customer (GSB) lists with Sales Managers. Setting, reporting and meeting agreed service levels aligned to market prioritisation. The prioritisation will be agreed in advance with the Europe Service Manager aligned to the key areas critical for success of the Business and Business planAttend and participate actively in Service Management meetings and projects as defined by Emerging Markets Service Manager.Main requirements
Fuent EnglishShould have demonstrable service management experience within a Medical devices company, a proven record of success in programs assosiated with Staff and Instrument performance aligned to quantifiable measures.A track record of achieving change and action points with Finance indicators and Customer satisfaction measures.Leadership skills.Ability to influence effectively.Strong communication skills.Ability and willingness to challenge and lead change by example.Effective decision making skills.Highly collaborative approach.Knowledge of local and European service practices and ways of working.??????, ?????????? ?????, 9?1?, ?. ???????????????? ?? ?????
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