Technical Services Lead
- Singapore
- Permanent
- Full-time
- Patient Support Systems (PSS)
- The Greater Asia Technical Services PSS Lead will be regional point of contact for all technical escalations, technical trainings, Technical compliance and technical readiness for NPI.
- This is a high-profile role and will be responsible for driving Service Revenue, ensuring the local Technical Service teams are able to provide world class support to this product group. This role will be working closely with Asia and Global TS leadership & Engineering teams & report into Greater Asia TS Leader.
- Be the point of escalation for technical issues in Asia and ensuring communication flows both to/ from the local countries to global teams, including tools, calibration & device specific requirements for on time service.
- As a Level-2 technical expert, extend support to countries either directly or through system support or local community. Short-circuit to local Commercial point of contact once the escalation requires both Technical / Commercial involvement.
- Become a liaison between the Asia Technical Services Department and the manufacturers of the products through the Global Service Teams. Explore solutions with other regions (GEM) for solutions & best practice sharing
- Work closely with country TS teams to review trends and derive insights for improvement in KPI and driving on-time escalations. Be the owner of applicable KPI for PSS devices across Asia & proactively promote best practice sharing within countries.
- Consolidate/deep-dive for escalation at regional level, lead and communicate regularly with country TS teams to ensure timely flow information related to technical updates, Field Actions, TSB, EOS.
- Ensure all processes are in place and being followed by country TS teams for on-time escalations & driving key metrics with country teams to achieve customer satisfaction
- Support distributor management & ensure countries have appropriate support for their product lines. Support bench repair activities (where applicable) including onsite support-troubleshooting, escalation support, new setups & liaise with global teams for setting up, installation/calibration & implementation activities.
- Continuing education receives information/education from Global Service department through regular communication – emails, periodic conference calls through a regular attendance.
- Be the Regional Master trainer; conduct training for country trainer/s. Ensure availability of local trainers in countries, including Distributor markets and ensure timely training/ re-certification of technical resources in countries.
- Be a joint decision maker on selecting right candidates for country trainers together with local country leadership & transfer knowledge to make trainers self sufficient
- Ensure availability of updated training curriculum and standardize training program within the region.
- Work closely with local and global QA teams to drive on time Field Actions.
- Ensure effective implementation of Service process changes, Field Actions, Upgrades, VIPs in Asia region in close collaboration with Quality, local SME’s and Technical Services Managers.
- Provide regional overview to leadership on product install base, KPIs, escalations and any other updates as required. Participate, support & lead local audits as needed.
- Ensure CEC (Customer Experience Center) where applicable including maintenance and support for customer demos
- Manage the Technical Services implementation of new products within the portfolio into the Asia region. This will involve working with Global Engineering, local SME’s and Technical Services Managers to ensure that the local countries are able to launch within the specified timeframe.
- Ensure to identify technical risks with EOS products and highlight to country TS teams for appropriate solutions
- Support & drive new solutions such as Connectivity, new offerings & solutions
- Confident in communicating professionally and effectively with both customers and internal stakeholders with the ability to set and manage expectations.
- Capability to remain calm and controlled within pressurized circumstances, whilst maintaining the level of urgency.
- Disciplined, independent in executing tasks, but also a strong team player
- Highly organized with a very strong attention to detail
- Take ownership and be accountable.
- Understand KPIs and can adapt working practices to ensure service level is maximized
- Strong Customer focus and Result oriented
- Self-motivated with a high level of initiative
- Ability to recognize and escalate potential issues in a timely manner engaging the right counterparts ( locally – regionally – globally both technical / quality / commercial)
- This position requires a technical degree (preferably medical instrumentation or electro-mechanics) or equivalent through experience (at least 5 years, 10+ years preferable)
- At least 6-8 years’ experience as service engineer on electro mechanical medical devices.
- Previous experience working within Technical Service teams in a regional/global environment.
- Basic financial and accounting knowledge
- 5+ years of continuous experience and good KPI track record on specific technology (CARDIOLOGY & PSS Devices)
- Fluent in English Language
- Be trained and maintained on the specific products / platforms (Basic-Extended-MFG-Advance Troubleshooting- etc.)
- Ability to prioritize and communicate effectively both within the Regional / Local Service and the Commercial.
- Customer facing skills
- Ability to manage through people
- Ability to identify Continuous improvement opportunities
- Computer Skills: Extensive Knowledge in MS-Office/ Visio/ Projects
- Good Understanding in utilizing SAP/JDE/Tableau Analytic reports
- Good understanding in Quality Systems
- Good understanding / comprehension of Digital arguments