Senior Service Operations Manager

With a passion for life

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers – and to save more lives, we need team players, forward thinkers, and game changers. 

Are you looking for an inspiring career? You just found it.

Job Overview工作概述

This position will be responsible for ACT/SWP/IC/LS service coordination team, and focus on team management, improving the service process, provide operational and administrative support to all service group. Besides, he or she will assists in developing, implementing and maintaining systems and SOP, ensuring service operation to be excellent, thereby achieve all service KPI target and QA quality objective. The position works closely with Field Service and Technical Support enables all functions to focus on meeting external customer needs by providing excellent administrative support. 
Providing cross-functional support and serves as a focal point for other functions within the organization.
该职位将负责ACT/SWP/IC/LS售后运营团队，专注于团队管理、改进服务流程，并为所有售后服务团队提供运营和行政支持。此外，他或她将协助开发、实施和维护系统和SOP，确保售后运作卓越，从而实现所有售后KPI目标和QA质量目标。该职位与现场服务团队和技术支持团队密切合作，通过提供优秀的行政支持，使所有职能部门专注于满足外部客户需求。同时，该职位还提供跨职能支持，并成为组织内其他职能的焦点。

Job Responsibilities and Essential Duties工作职责和基本职责
•    Manage and develop service coordination team, including setting goals, training and development and creating a positive and supportive work environment. (15%)
管理和发展售后运营团队，包括设定目标、培训和发展，并营造积极和支持性的工作环境。
•    Collaborate with the Regional Service Manager (RSM) and the technical support manager and all cross functions to support service business growth (15%)
与大区售后经理（RSM）和技术支持经理以及所有跨职能部门合作，支持售后业务增长。
•    Monitor, define and implement improvements to existing service operational processes and procedures. (15%)
监控、定义并实施现有售后运营流程和程序的改进。
•    Define, implement and monitor operational activities and reporting including reporting on key service metrics including service business, contracts, Preventative Maintenance (PM) compliance, SO compliance and aging, Accounts Receivables, installed Base reporting, Customer Satisfaction Index, other metrics and reporting as business need dictates. (20%)
定义、实施并监控运营活动和报告，包括报告关键服务指标，如售后业务、合同、预防性维护（PM）合规性、服务订单（SO）合规性和老化情况、应收账款、已安装基数报告、客户满意度指数以及其他根据业务需求而定的指标和报告。
•    Ensure all service system and tools use well, new operational project lunch successfully and smoothy. (15%)
确保所有售后系统和工具的有效使用，成功启动和顺利执行新的售后运营项目。
•    Work closely with service director to deliver good service in service team and provide excellent customer support. (10%)
与售后服务总监密切合作，为服务团队提供优质服务并提供卓越的客户支持。
•    Hotline (call center) management (10%)
热线（呼叫中心）管理。

Minimum Requirements任职条件
•    Bachelor degree or above in any majors
本科学历及以上，专业不限
•    Leadership skill-Communication /decisive/ organizational & management skill It is better with Ventilator and anesthesia product background
领导能力-沟通、果断、组织和管理技能，最好具备呼吸机和麻醉产品背景
•    Minimum 3 years related experience in management prior experience in a leadership role with direct reports
至少3年相关管理经验，曾在管理职务中直接汇报对象 
•    Able to mentor, coach and lead team to meet goals, objectives and implement change
能够指导、辅导和领导团队实现目标、达成目标并实施变革。 
•    Strong interpersonal and organizational skills
出色的人际交往和组织能力
•    Flexible and creative problem-solving ability
灵活且具有创造性的解决问题能力
•    English communication skills, be good at listening, speaking, reading and writing
英语沟通能力，擅长听、说、读和写

About us 

With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing and life science. Getinge employs over 12,000 people worldwide and the products are sold in more than 135 countries.

Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process.