Our client is an American based multinational conglomerate, who's into manufacturing and distributing Healthcare Devices is looking for a competent "Service Manager" to work in their Colombo office immediately.
# SALARY: Negotiable
# ROLES & RESPONSIBILITIES
Manages a complex customer service area through leadership and development of team (field engineers, biomedical technicians, field technicians). Creates an environment to achieve ultimate customer loyalty. Provides leadership in setting and achieving assigned goals in the profitable installation, maintenance, and repair of products, and the growth of the service contract base.
- Accountable for positive leadership of direct reports to include ongoing direction, coaching, and career development.
- Drive business results and manage customer relationships within the area of responsibility.
- Own operational processes (e.g., PM completion, overtime management.)
- Leads and cultivates a culture of the company beliefs and integrity.
- Develop strong customer relationships and serve as the interface between customers and all our organizations.
- Proactively identify customer needs and develop and implement customer specific solutions.
- Lead service delivery that continuously surpasses customer expectations.
- Leverage internal relationships to enhance business performance and customer experiences.
- Promote a safe working environment and ensure compliance with applicable EHS policies and procedures.
- Drive change initiatives as required to improve efficiencies and execute on business commitments.
- Be aware of and comply with all company Quality Laws and Regulations as they apply to this position.
- Complete all planned Quality and Compliance training within the defined deadlines.
- Identify and report any and all customer concerns immediately to the Quality Organization.
- Ensure timely dispatch closure.
- Ensure completion of all field modifications instructions (FMI's) within the prescribed time frame.
- Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
# QUALIFICATIONS & EXPERIENCES
- Bachelor's degree and minimum 4 years' of leadership experience; or equivalent (High School Diploma/GED) and 6 years' progressive experience with leadership and technical support. (Candidates holding a degree in Engineering will be preferred.)
- 8-15 years' of experience in Sales (B2B) and Servicing of Healthcare / Medical Devices.
- Proven experience leading a team, and/or managing a P&L or comparable business unit.
- Direct customer relationship experience & strong business acumen.
- Ability to resolve complex issues within functional areas and areas of expertise.
- Ability to develop and execute multiple priorities and approaches to meet objectives.
- Understanding of customer/marketplace and drivers that influence customer behavior.
- Understanding of management practices and techniques.
- Understanding of the engineering & technicalities of the products.
- Outstanding communication skills in both written and spoken English.
- Exceptional interpersonal, leadership, coaching and conflict resolution skills.
- Excellent time and project management skills, including the ability to work on multiple projects at the same time.
- Must have a valid driver's license.
# HOW TO APPLY
If you are interested, please forward your CV to, This email address is being protected from spambots. You need JavaScript enabled to view it.