['Country Customer Service Manager - Philippines']

Job description

We are looking for an experienced customer service leader to lead and further develop our service organization in the Philippines. The role will be responsible for service delivery, team and channel capability development, customer satisfaction, and the sustainable growth of the service business. This is a country-level leadership position with the opportunity to shape the local service strategy, strengthen a hybrid direct-and-channel service model, and work closely with regional and global teams.

Here below are the main responsibilities

• Lead national customer service operations covering installation, maintenance, technical support and complaint escalation.
• Manage and develop the local service team, with clear competency, performance and succession plans.
• Establish effective governance between the company and service partners, including certification, quality audits and performance reviews.
• Own customer satisfaction and service relationships with key hospitals, clinical stakeholders and biomedical engineering teams.
• Improve service processes, operational KPIs, compliance and cost efficiency.
• Develop the service business through warranty conversion, service contracts and other value-added offerings.
• Partner with Sales and Marketing on strategic accounts and major projects.