(Senior) Service Excellence Manager

Position summary:

• This role provide combined leadership in building China service strategy and enhancing key capability around service marketing, product offerings, technical support and customer experience, support China business growth and continuously pursue organizational efficiency enhancement and operational transformation.

Essential Duties & Responsibilities: (Detailed Description)

• Lead China service strategy planning for short- and long-term covering sales and profit growth, cost effectiveness, pricing strategy and governance, customer segmentation with defined service offerings

• Based on corp goals and objectives, develop China service marketing and operational strategic roadmap improving capability, infrastructure and connectivity, promote Lean culture and continuous improvement environment

• Lead and responsible for creating, executing, coordinating comprehensive China service marketing and operational plans, leverage field engineers, service center with service operation teams to meet the goals and requirements

• Work with cross functional teams to drive sales revenue growth and improve service P/L through implementation of service sales/marketing strategy and key programs to meet financial commitment

• Manage relationship with all commercial organizations, ensure appropriate refection of customer needs, demand and expectations

• Work closely with commercial organization to develop an optimal product portfolio/service offerings based on product features/positions, market and environment with commercialization plan

• Lead product pricing strategy development and define product lifecycle improvement plan and service solutions  

• Lead service data and business insights management through system enhancement, process engineering and cross functional collaborations

• Define and lead service program portfolio and ensure effective project leadership as key change leader. focusing on customer satisfaction, financial target, productivity improvement and best practices

• Organize and present service business for China as needed

Education & Experience:

• Bachelor/Master‘s degree preferably in Science, Business Administration or equivalent

• Strong experience in medical device service industry

• Strong service sales/marketing and commercial experience with sufficient insights and judgment in market, customer needs, NPI, lifecycle mgmt., and pricing etc.

• Multinational company working experience preferred

• Excellent English skills both written and oral

• At least 12-18 years of related experience with proven track record of leadership positions

• Able to travel inside China and overseas

Physical & Mental Requirements:

• Result oriented with demonstrated ability to simultaneously handle multiple projects with good handle of prioritizations

• Well-organized & focused with strong logical thinking

• Demonstrated ability to manage service business and technical teams, complex projects, be strategic and have excellent planning skills

• Professional communication & influencing skills to deal with internal & external clients at the senior level with confidence

• Versatility, flexibility, and a willingness to work within constantly changing environment with enthusiasm

• Demonstrated analytical ability, and ability to make effective decisions

• Passionate and a great sense of responsibility

Leadership (People Management requirement)

• Demonstrated ability to manage a multi-discipline, multi-task, team-based organization and assume responsibility of supply chain operations, data mgmt and tech service

• Experience with recruiting, people development, driving team engagement and retaining top talent.

• Demonstrated ability to influence across the organization

• Demonstrated verbal, written, and interpersonal communication skills

• Demonstrated ability to work in a team environment, interact effectively with management from other functions