Job Title:  Service Manager

Position Summary

The Service Manager is responsible for developing and leading the Service team (direct & indirect) with the aim to increase the operation’s service revenue, customer satisfaction, technical service, and sales support for dealers in the country. Work closely with Sales to assist in securing new business and retaining current business. This position is responsible to organize, train and supervise field service team and must be capable to manage the entire service operation including assignments, personnel and standards of performance and work output to satisfy customer’s service needs. This position will be responsible for managing the service revenue and service P&L for Vietnam.

Duties

1.        Tender Supports:
• Work with commercial and marketing team for product configuration, tender submission, project design and planning
2.        Installation, Commissioning and User-Training:
• Standardize installation, commissioning, and maintenance checklist according to manufacturer IFU to ensure compliance and optimal equipment performance
• Maintain in-service certification training program for End-Users (Operation) and BME / Facility (Technical) and troubleshooting support after successful installation and commissioning.
• Maintain and update customer record system such as installed bases of equipment in the local hospitals, serial numbers of the equipment, date of installation, warranty, and tender service contract pricing
3.        Scheduled Preventive Maintenance (PM) Tasks:
• Execute digitization of service reports
• Maintain PM schedule and document accordingly
• Ensure PM schedule is completed according to plan and no lapses
4.        Service Sales and PM Contracts Management:
• Develop and promote service products / equipment and service contracts to increase service revenue.
• Develop business plan to generate incremental growth for service and PM contract sales
• Maintain service and spare part price lists
• Ensure hospital PM contract purchase orders are released prior to PM due date
• Ensure high quality and compliance to PM standards and schedules
5.        Spare Parts and Calibration Tools Management:
• Manage and maintain equipment and spare parts database file through accurate documentations of movement, tracking and repair statuses for various business units
• Establish and continuously update Spare Parts database and pricing
• Develop and support implementation of processes to automate the withdrawal process of spare parts for accuracy and minimal stock losses
• Collaborate with supply chain to manage Spare Parts forecast and inventory stock on regular basis
• Recommend and / or approve purchases of equipment, parts supplies, etc. for assigned district. Ensure proper maintenance and calibration of tools, test equipment, and other related assigned equipment.
6.        Customer relationship, Service enquiries, breakdown call and repair for equipment:
• Interface with customers via customers visit, telephone, email to provide quality product support
• Continuously improve technical service backup system for prompt technical response
• Develop strong relationships with key stakeholders and key accounts
• Handle customer complaint and problems pertaining to service and repair work
• File and document customer complaint according to procedure for audit trail
• Ensure customer’s requirements for on and off-site technical assistance are handled promptly and efficiently to provide first class service and superior level of customer satisfaction
7.        Service Performance Assessment:
• Collaborate with dealers in relevant service programs and activities to achieve service revenue plan. 
• Implement and conduct regular business review to understand and support their service business.
8.        Team collaboration
• Monthly collect cycles data for VPRO & washers
• Cooperate with Consumables team to increase the usage of dedicated & non-dedicated chemistry

Duties - cont'd

Education Degree

Required Experience

3 yeaers experience in medical industry
2 years experience in dealer management responsibilities
1 year experience in project management
Ready to travel & work in weekend
Fluent in English (speaking, listening, reading & writing)
Able to work with ambiguity

Experience in CSSD & OR products
Experience in Managing P&L
Experience in turnaround situation
Strategy development and execution

Requires diagnostic skills to find, rectify, and anticipate defects in equipment. 
Able to work around problems to achieve the best possible outcome.
Able to communicate technical matters/issues to STERIS regional level and work with all levels of technical and non-technical personnel in the hospitals.
Able to resolve problems quickly and efficiently, with the help of others if necessary.
A clean, tidy appearance, energetic and organised.
May be required to work unsocial hours in order to complete a job, or to travel for work on few occasions.
Ability to multi- task.
The jobholder is expected, when requested by Management, to undertake other tasks as/when required.
The jobholder is required to comply, at all times, with the Company quality procedures.
The principal activities are a summary of the activities under each main task for general guidance and are not intended to be the total list of activities.
Good teamwork.