About the job
India (Remote) | Global MedTech company | Advanced capital equipment
About the Company
Our client, a global medical technology company, is looking for a Territory (Service) Operations Manager to lead and coordinate its Operations functions across India and South Asia, including Project Management, Service Delivery, Service Support, and Clinical Training & Education. You will lead a field service team of ~20 in India through 2 Service Managers and work closely with regional APAC Operations leadership.
What you’ll do
Leadership & Management
- Lead the execution of the customer support strategy to maximise long-term installed-base customer loyalty, building a “Best-in-Class” organisation and distributor network
- Recruit, develop and coach functional leaders, and drive learning, development and succession planning
- Coordinate the selection and continuous evaluation of distributors, including transitions from one distributor to another
- Develop a long-term customer and distributor fulfilment strategy, and help shape the future organisation structure
- Partner with Business Management and Marketing to meet systems and upgrade sales and profitability objectives
- Drive a culture of safety, compliance and quality
Operational Accountabilities
- Set operating and capital budgets, and drive continuous improvement in financial and operational performance
- Secure service revenue and profitability across service contracts, installations, training and spare parts
- Validate distributor service capabilities before enrolment, and evaluate and implement changes to distributor agreements
- Deploy effective account management practices to minimise customer and distributor disputes
- Provide input on pricing and support programs, and build a Service Marketing plan with Marketing
- Coordinate technical and clinical training needs with regional training centres
- Oversee call centre effectiveness, the 3PL partner, and spare parts logistics
Performance Management
- Improve installed-base technical performance (uptime, MTBD) through continuous improvement programs
- Drive operational excellence across cost effectiveness, customer satisfaction, account management and sustainability
- Deliver quarter-on-quarter improvement in service profitability
- Partner on service contract negotiations, with accountability for their profitable execution
What you’ll bring
- Bachelor’s degree; an MBA is highly desirable
- 5+ years in operations functions at multinational companies, with broad medical device or capital equipment experience
- Senior management experience in a customer-centric commercial role; sales or marketing experience is a plus
- Strong leadership, with the ability to build high-performance teams through change and to develop talent
- Ability to work in a matrix, culturally diverse environment, and to think strategically
- Executive presence and the ability to build C-suite customer relationships
- Proven process engineering and productivity improvement experience; Six Sigma Black Belt is a plus
- Advanced Microsoft Office and ERP skills, and excellent English communication and presentation skills
- Permanent authorisation to work in India without sponsorship