Service Excellence
- Initiate Service Excellence process by managing the daily operation of the service department for long term sustainable growth
- Planning of resources, monitoring service productivity and ensuring sustainable profitability.
- Manage service forecast, budget and spare parts inventories.
- Responsible to negotiate service contract, reviewing service policies and spare parts pricing
- Responsible for upkeeping the service quality and customer satisfaction
- Require working closely with sales, application, logistic functions. In addition, providing service support to regional offices and distribution channels in the assigned territory.
- Further improve spare part inventory by creating a common failure ibase
- Work with sales team to increase contract coverage rate
- Create 1st level support to maximize ZEISS Smart Service
- Improve service revenue planning by identifying potential service contract customer
People Leadership
- Guide, motivate, assess, control and develop direct and matrix subordinates according to ZEISS Leadership Principles. Cultivate and promote the ZEISS culture and values
- Build high performance teams by fostering teamwork among the team members and cross divisional
- Implement processes for performance monitoring, tools to enable execution.
- Hands on leadership style that is balanced with empowerment and demanding accountability.
- Establish metrics to assess individual and team performance and manage performance and develop employees effectively
Education / Professional Certification
- Degree in Electronics, Biomedical or Mechanical Engineering
Experience
- Minimum 10 years of experience in equipment repair and maintenance (field service), preferably in the Medical industry
- At least 3 to 5 years of experience in managing a diverse team
Knowledge / Skills / Other characteristics
- Excellent IT knowledge in computer hardware, operating system, and disk backup software, especially with networking
- Sound ability to troubleshoot and repair PCs
- Excellent analytical and problem-solving skills
- Good command of spoken and written English
- Meticulous and able to handle large volume of work with high accuracy
- Good software skills
Your ZEISS Recruiting Team:
Pei Yee Tan