Senior Service Growth & Business Manager Regional - Mumbai, India
Life Unlimited.
At Smith+Nephew, we design and manufacture technology that takes the limits off living!
The Senior Service Growth & Business Manager will be responsible for driving service revenue growth through collaboration with sales and marketing teams.
What will you be doing?
This role involves enhancing and expanding service offerings and capabilities for our customers. The Senior Service Growth Manager will also manage Field and Remote Service Support staff to ensure high levels of customer satisfaction and drive service sales growth.
Responsibilities:
- Strategic Planning:
- Design and manage a 3-year Strategic Service Growth Plan with the service operations team, defining projects, measures, and objectives, along with revenue and margin milestones.
- Develop and implement strategies to grow the service business, including identifying new service opportunities and optimizing existing offerings.
- Collaboration:
- Work closely with sales and marketing teams to drive alignment and support for service growth. Ensure that service becomes a differentiator and a competitive advantage.
- Participate in key capital sales projects to help win deals and position service as a differentiator.
- Market Analysis:
- Analyse market trends, customer needs, and the competitive landscape to inform service growth strategies.
- Drive lead generation and contract capture rate growth using marketing strategies.
- Warranty and Service Contracts:
- Implement uniform warranty coverage and service contract offerings, including terms and conditions, throughout the network.
- Ensure proper controls are in place for warranty and service contract rejections and approvals, with annual reviews and enhancements as needed.
- Service Support:
- Enhance and expand Field and Remote Service Support by streamlining operations to improve efficiency, enhance service delivery quality, increase customer satisfaction, and drive service sales.
- Set key KPIs to measure the performance of Field and Remote Service Support operations.
- Customer Relationships:
- Build and maintain strong relationships with key customers to understand market needs and ensure high levels of customer satisfaction.
- Financial Management:
- Partner with Finance to enhance current financial systems to minimize revenue leakage and develop reporting mechanisms to inform on service growth.
- Performance Monitoring:
- Set and monitor key leading and lagging performance indicators (KPIs) to track the success of service growth initiatives and to make data-driven decisions.
- Team Leadership:
- Lead and mentor a team of service professionals, providing guidance and support to achieve growth objectives.
- Cross-Departmental Collaboration:
- Work closely with other departments, such as sales, marketing, and product development, to align service growth strategies with overall business goals to the business vision & product lifecycle.
- Budget Management:
- Manage budgets and financial performance related to service growth initiatives.
- Reporting:
- Prepare reports and presentations for senior management, highlighting progress, challenges, and opportunities related to service growth.
- Customer Satisfaction:
- Assure customer satisfaction through feedback mechanisms.
- Lead key regional projects to drive overall regional performance improvements
Location: (Regional)
What will you need to be successful?
- Bachelor’s degree or similar in Engineering, Business Administration or related field
- Licenses/ Certifications: N/A
- Must have managed a Medical Devices Services or Sales business for at least 8 years at a regional or cluster level, with 8 years or more experience in the Medical Devices industry.
- Sound analytical and communication skills
- Must be flexible and work analytically in a problem-solving, results-oriented environment.
- Innovative and creative – open to new and different ideas and flexible in approaches
- Detail-oriented with the ability to independently validate and analyze data.
- Ability to manage multiple priorities in a fast-paced environment.
- Self-motivated and can work independently.
- Strong sense of urgency for goal achievement with a strong commitment to results
- Demonstrates strong accountability.
- Excellent written, presentation, and verbal communication skills
- Ability to travel as needed.
- Desirable:
- Medical Devices Services or Sales business for over 10 years at a regional or cluster level, with 8 years or more experience in the Medical Devices industry.
- Strong understanding of the Ortho/Sports devices industry and the associated technical service business
- Working knowledge of SAP/SFDC
- Physical Demands: N/A
- Travel Requirements: Avg., ~25%
You. Unlimited.
We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.
- Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/ ).
- Your Future: Medical coverage + Policy exclusions and insurance non-medical limit.
- Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
- Your Wellbeing: Parents / Parents in Law’s Insurance, Employee Assistance Program, Parental Leave.
- Flexibility: Hybrid Work Model (For most professional roles)
- Training: Hands-On, Team-Customized, Mentorship
Stay connected and receive alerts for jobs like this by joining our talent community.
We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.
Check our Glassdoor page for a glimpse behind the scenes and a sneak peek into You Unlimited, life, culture, and benefits at S+N.
Explore our new website and learn more about our mission, our team, and the opportunities we offer.
Stay connected and receive alerts for jobs like this by joining ourtalent community.
We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.
Check ourGlassdoor page for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.
Explore our new website and learn more about our mission, our team, and the opportunities we offer.
