Field Services Manager

Job Details

<Job Title>

17807 Field Services Manager

<Job Descriptions>

This leadership role provides strategic direction and operational supervision for field service activities in Japan. The Manager of Field Service will drive continuous improvement to reach best in class service delivery in line with business needs the role will play a key part in ensuring value by leveraging service expertise and translating this in the matrix environment to execution excellence

【Role responsibilities】
STRATEGIC
・Analyze the current organization to establish and develop improvement opportunities in the areas of people, product and process
・Build a clear forecast for Service in Japan, understanding financial levers to profitability
・Work with finance to develop a comprehensive pricing strategy which improves both service gross margin and revenue
・Participate in budgeting and forecasting processes representing service for Japan
・Develop and implement product upgrade strategy
・Understanding competitor landscape and lead the development of best in class practice in medical aesthetics service industry for the region
OPERATIONAL
・Supply optimization: Monitor, analyze and resolve equipment and part shortages and identify strategy for improvement
・Work with international vendors and 3PL to maintain optimal supply
・Lead the Product S&OP process participation
・Ensure best practice throughout Japan on inventory control and service records
PEOPLE & LEADERSHIP
・Role model effective cross- functional communication and coordination between service and engineering teams, distributors and global colleagues in the matrix structure
・Lead development of a total quality philosophy culture in field service
・Coordinate and deliver training including product presentations to large groups for all product lines, working in consultation with global training
Ensure Japan distributor and Japan service engineer capability
・Build high performing teams and sponsor individual career development within Service

<Requirements>

Leadership
・Initiates action gives direction and takes responsibility. Inspires and motivates others
・Sets ambitious goals, holds team to account and manages performance
Customer Focus
・Sets and monitors high standards for quality, leads methodical systems that result in customer satisfaction
・Create and measure KPIs on customer success
Formulating strategy
・Develops strategies to realize organizational goals
・Identify and create compelling vision of the organization’s future potential
Communications skills
・Communicates and networks effectively
・Persuades and influences others
・Presents ideas and delivers training confidently
Applying expertise and technology
・Applies specialist and detailed technical expertise
・Shares expertise and knowledge with others
・Use technology to achieve organizational goals
Developing others
・Provides others with clear direction
・Motivates and empowers team
・Recruits high calibre team members
・Provides development opportunities and coaching
Commercial acumen
・Leads function in line with business objectives
・Set appropriate but stretching commercial metrics
Functional expertise
・Ability and experience in setting up country specific service schedule maintenance protocols.
・Master knowledge holder for all product lines able to train field engineers
・In-depth product expertise on all lines
・Inventory optimization
・S&OP Planning
・Highly confident in training and presenting on installation, maintenance and repair
・Ability to create service value as 3rd line support with local distributors and direct service team
Education and Experience
・BS degree or higher
・Business level English
・Minimum 15 years in relevant engineering and field service roles in the medical device field
・Experience of leading and developing a high performing service function
・Hold certification for Technical officer, possession of medical equipment repair business basic training and 5th and 6th classification is preferred

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