Technical Service Area Manager (West)

Job description

Responsibilities

• Team Management and Operations
• Train and manage the POCT technical service team of distributors, set team KPIs and supervise their implementation.
• Allocate technical service tasks, coordinate resources, and ensure rapid response to customer needs (such as installation, maintenance, calibration, etc.).
• Optimize service processes, enhance team efficiency, and reduce equipment downtime.
• High-end Technical Support and Customer Management
• Handle complex technical issues and provide on-site support for key customers (based on the key customer list determined by the company each year).
• Regularly visit key customers, collect feedback, and drive the improvement of customer satisfaction.
• Lead customer training programs to ensure medical staff are proficient in operating the company's products.
• Cross-departmental Collaboration and Project Management
• Collaborate with the sales team to assist in identifying risks and opportunities for key customers and help sales take corresponding countermeasures and actions.
• Interface with R&D, quality, and technical support to assist in promoting product improvements.
• Manage service-related projects, such as after-sales product sales and regional equipment proactive maintenance.
• Compliance and Data Analysis
• Ensure technical services comply with regulations such as ISO13485 and improve the service documentation system.
• Analyze service data (such as equipment failure rates, test card failure rates, etc.) and develop preventive maintenance strategies.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com .