Job description
Role Title
Regional Service Director, EMEA
Location
Germany
Rewards
Competitive salary and comprehensive benefits on offer
Summary
Ensure the effective management and control of the technical service centres in EMEA Region and the Remote/Field support technical teams for Robotics and Sports Medicine to enable Smith & Nephew to provide on-going after technical service and establish long term relationships with customers alongside our equipment. With full P&L responsibility, your team will ensure that departmental KPI’s and alignment with QARA requirements are never compromised.
Essential Job Functions
Technical Support
- Support, define and implement field plans and objectives for Technical Service repairs, reporting and training.
- Review and sign off on all deviations, engineering change notices as applicable per the approval/notification requirement.
- Manage Field and Level 2/3 technical support teams for supporting Robotics and SPM business
- Make technical suggestions regarding modifications to documentation, product performance and failure analysis.
- Manage and establish field service spare parts list, training and support for the team.
- Participate in all key Capital projects that have Service requirements
- Responsible for ensuring the accuracy and completeness of all repair orders and return authorisations.
- Oversee the maintenance of capital installed database.
- Study and standardise procedures to improve efficiency of Technical Services team
Sales Support
- Ensure operational metrics and objectives are met and adhered to.
- Support the development of sales and marketing plans for APAC service sales.
- Work with Product Managers to ensure Service Centre strategic direction is aligned with individual product portfolios
- Meet with customers as required to promote and secure service-related revenue.
- Assure customer satisfaction through feedback mechanisms
- Revenue Generation
- Service Contract offerings for key capital categories - this includes tracking and improving the Service Contract Capture Rates
- Manage all revenue budgets – recurring revenue & service/labour business
- P&L Management of full-Service business
- Development of customer insights and industry benchmarking to ensure competitive service offering
- Collaborate with Global Service team to develop tiered Service offerings and develop go-to-market plans for new OEMs to be added via Service channels.
Team Management
- Organization structure to support the business
- Lead and participate at all scheduled meetings (Region/National Team).
- Manage the activities and workload of the Technical workshop, ensuring KPIs are met
- Provide support to team colleagues through sharing information, problem solving, contributing innovative ideas and offering constructive opinions - leading to improved individual and team effectiveness.
- Seek and utilise expertise of all team members (including other Divisions) and Managers to improve performance.
- Ensure Management is alerted to opportunities or problems requiring action outside of your sphere of influence.
- Be an agent of change to help initiate and manage the change process when required.
Requirements
- Bachelor’s degree or similar in Engineering or related field
- Must have managed a Medical Devices Services business, at a cluster or regional level with experience in Medical Devices industry.
- Mixture of commercial exp & service exp is desirable
- Strong understanding of Ortho/Sports devices industry and the associated technical Service business, Working SAP/SFDC Knowledge
- Up to 15% travel (mostly regional) if needed
About Us
Smith+Nephew is a portfolio medical technology business that exists to restore people’s bodies and their self-belief by using technology to take the limits off living. We call this purpose ‘Life Unlimited’. Our 17,500+ employees deliver this mission every day, making a difference to patients’ lives through the excellence of our product portfolio, and the invention and application of new technologies across our three global franchises of Orthopaedics, Advanced Wound Management and Sports Medicine & ENT. Founded in Hull, UK, in 1856, we now operate in more than 100 countries. Smith+Nephew is a constituent of the FTSE100 (LSE:SN, NYSE:SNN).
Applications
If you share our passion for pioneering innovation and can demonstrate how you meet the criteria outlined, we would love to hear from you.
We continue to actively build an environment where every individual can fulfil their potential and be proud ambassadors for Smith & Nephew, our customers and their patients. We value the diversity of our people and welcome applications from everyone.
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