Service Team Leader, India

JOB DESCRIPTION:Primary Function

The Area Team Leader is responsible to manage daily field service operations for Molecular Diagnostic in the assigned region, in alignment with country commercial operations. He / She will lead a team of field service engineers and provide exceptional customer service in a technical service environment. He / She will focus on management and continuously improve the quality-of-service delivery in direct sales and partners countries, including service business reviews and the implementation of development plans. He / She will also involve in the implementation of engineering service - related projects in the assigned region.

Major Responsibilities

• Manages day-to-day service operations in direct sales countries, based on customer requirements and resources.
• Liaise with distributor, customer technical teams, as well as cross functional partners (Marketing, Commercial, Logistic, Quality, Regulatory) to ensure smooth business operations.
• Manages distributor and direct service teams on key performance indicators, development, and implementation of service quality improvement plans.
• Develop and maintain relationships with new and existing customers / distributors by negotiating and securing service contracts for labor and comprehensive maintenance packages.
• Supervise activities between internal and external resources and facilitate smooth workflow for service delivery technical operations.
• Formulate, monitor, and continuously improve service support policies, procedures, and processes in line with the Global Service Support strategy and the business needs to ensure the future growth of the service business opportunities within country / countries.
• Plan, track and monitor the tasks (installation, preventative maintenance, technical service bulletin, instrument service advisory) assigned to the team leader/ members. Review with them to ensure that all tasks and deliverables meet quality, ISO requirements and service levels.
• Responsible for resource forecasting and planning, revenue, and cost targets for service (P&L).

• Prepare and manage budgets and monitor appropriate cost information from relevant financial systems. Focus on minimizing discretionary spend and ensure proactive control of costs.
• Monitor and improve team performance, providing leadership, coaching, and performance management.
• Lead and manage teams to ensure everyone’s potential is fully developed and inspire a culture that ensures the delivery of business outputs.
• Through utilization of productivity reports and effective performance management, manage the behaviors and performance of team members, where appropriate ensuring that all concerns are managed in accordance with relevant Company procedures.
• Provide further analysis on application and technical support especially on escalation issues on timely manners.
• Keep up with a high level of technical knowledge to be able to manage the FSEs.
• Participate in business review meetings with the commercial team and perform mid-year and yearly service team performance reviews.
• Promote and drive exemplary health and safety culture and performance to ensure safe and efficient delivery of all works associated with the overall district delivery plan.
• Maintain a repair parts inventory and provide input on parts usage related to failures.

Education

• BSc Degree in Engineering/Life Science, with minimum seven (7) years relevant professional

experience.

• BSc in Mechanical, Electrical or Biomedical Engineering (preferred).
• Field Service Experience in a supervisory and / or people management role of at least two

(2) years in the Clinical Diagnostics environment.

• Project management experience (preferred).

Background

The selected individual is responsible for the service team to achieve service excellence through effective and sustainable management of the service business. The individual must be able to confidently demonstrate the assurance to meet or exceed client expectations while delivering on positive business results. Candidates applying for this position should have skills and experience, which minimally meet the

following requirements

• Knowledge of regulations and standards affecting IVDs and Biologics.
• Have an ability to troubleshoot and repair electromechanical instrument systems.
• Ability to understand and troubleshoot software-based PC programs.
• Ability to operate laboratory instrumentation including multi-meters, and data acquisition equipment.
• Understanding the fabrication of parts, electromechanical motion control, and mechanical alignment is essential.
• Comprehend, understand, and maintain quality compliance initiatives and procedures that are used within the organization.
• Ability to manage a team of engineers and build an environment for collective success.
• Excellent communication skills – including both verbal and written.
• Willing to travel up to 50% domestically and / or internationally

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:Field ServicesDIVISION:AMD MolecularLOCATION:India > Mumbai : BKC BuildingADDITIONAL LOCATIONS:WORK SHIFT:StandardTRAVEL:Yes, 75 % of the TimeMEDICAL SURVEILLANCE:Not ApplicableSIGNIFICANT WORK ACTIVITIES:Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)