Customer Service Manager - ASEAN East

Who We Are:-

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. Our entrepreneurial adventure, begun over a century ago, is driven by an unrelenting commitment to improve public health worldwide.

Since 1963, weve been paving the way in the field of in vitro diagnostics and have contributed greatly to improving public health and making the world a healthier place. The solutions that our teams imagine, develop and manufacture are key to enable healthcare professionals and industry players to make confident decisions to improve patient outcome and ensure consumer safety.

 It is today present in 44 countries, serves more than 160 countries with the support of a large network of distributors, and supported by more than 13,000 employees worldwide.

Summary & Overview

As one of the managers of Asean East, you will be responsible for the effective operation of the Technical Solutions department.  You will motivate and lead the Field Service Engineering (SE) and Application Support (AS) teams to ensure optimal hardware and reagent performance and correct use of bMx products.

Additionally, as part of customer service representative, you are required to work collaboratively with the Asean Customer Service group, to transform the current Service approach to a revenue generation business unit:

1. Management of Philippines AS and FSE team with direct reports.
2. Supporting distributor FSE team in Guam and Micronesia to support our customers for training, installations, preventive maintenance, troubleshooting etc.
3. Responsible to achieve Asean East region service revenue, being in charge of the following :

• • support and deploy the Service Strategy that is put in place by the ASEAN cluster, pushing it locally at distributor level or direct customers depending on the market.
  • contribute to the distribution management for Service
  • to support local teams implementing services and setting up the right actions to achieve the goals.

    4. Redefine and implement PH direct customer service workflow and processes, working closely and provide direction to customer service support executive :    

• • to deploy FSE/AS efficiently and effectively according to the service contract level subscribed by the customer
  • to establish traceability of technical complaints through CRM 
  • to ensure proper follow through of  service quotation and contracts renewal
  • to be involved in service contract negotiation together with local sales representative

Main Accountabilities:

• Correct functioning of the instrument installed base and demo equipment
• Establishing targets for effective utilization of bioMérieux systems and reagents and leading the AS team to meet these targets.
• The maintenance of appropriate technical knowledge across the SE and AS teams and the continuous improvement of support and training practices
• Timely and efficient co-ordination of instrument installations, customer training and evaluations
• Providing timely response to customer needs for engineering and application support, so as to maintain and enhance the customer service image of bioMérieux
• Control of spare parts inventory nationally
• Achieving revenue targets for maintenance and reagent consumption
• Team leadership (recruitment, retention, engagement, appraisal, training & development, mentoring, motivation etc).
• Respecting the operational expenses budget & overall profit for the team and the whole company.
• Responsibility for ensuring Environment Health & Safety levels are exceeded and responsible for the safety of the team.
• Provide service business support to Asean East and providing suggestions to ASAPC Customer Service.
• Address technical and parts pricing matters for Asean East.
• Raise the technical, business and service quality performance of the support staff in the Asean East region including that of distributors
• Manage and lead the Philippines service depot, achieving the service revenue targets, quality and compliance to ISO and GDPMDS.

 Requirements

• Relevant tertiary qualification (e.g. BSc in Engineering, Science, Electrical/Mechanical Engineering etc)
• Minimum 3-5 years’ Management experience 
• Strong leadership, influencing and proven ability to collaborate with multiple stakeholders in a matrix and multicultural environment
• Strong ability to deal with ambiguity and multi-task
• Solutions-oriented with good communication/presentation skills