Service Operations Manager, Asia
Baxter
- Petaling Jaya, Selangor
- Permanent
- Full-time
- This position is reporting to Assoc. Director of Technical Services – ASIA and is responsible for leading all service operations efforts within all business units in Asia markets; enable achievement of Revenue & Margin requirements, distributor management & excellence including third party service providers, spare parts (strategy, planning & execution) & repair operations & strategy.
- Achieving customer satisfaction goals by cultivating a customer orientated and focused service practices across countries
- Continuous improvement in operation effectiveness including driving cost saving initiatives
- Making sure all Field Actions/product recalls, defects are replaced timely and recall protocols are executed and reported
- If necessary, to function as site supervisor/PM for major projects
- Analyze and prepare reports on monthly, quarterly, annual basis for the ASIA service operations
- Work closely with country leads on proactive escalations support
- Work with SME (Subject Matter Experts) by BU to examine and assist in escalations trending, analysis to improve on technical support
- Work on SFDC for effective escalation management and resolutions
- Work with Global Spare parts team to collaborate on spare parts strategy & framework for Asia
- Determine right strategy by aligning with local stakeholders, supply chain & leadership by country
- Ensure spare parts are managed to maximum customer satisfaction
- Work closely with distributors, where applicable, to have optimum spare parts inventory for end customers, reducing Turn Around & repair times
- Evaluate and work with country leads on old inventory including discard & sales to distributors
- Assist in Managing repair operations across depots located in SE Asia
- Drive standardization of processes to achieve KPI are met for local operations
- Work with country leads inventory levels are at optimum levels to ensure ontime delivery
- Work with country leads to ensure field actions are executed on time
- Determine right strategy across repair centers for harmonization
- Develop & Execute repair strategy for New products
- Enable standardization of processes across depots in SE Asia.
- Distributors Management
- Work closely with country leads on managing distributors and driving channel excellence
- Work with SME to assist in training framework & execution, timely completion of trainings from service compliance perspective.
- Ensure right business model for key countries, e.g. direct or indirect or hybrid service models
- In cooperation with Service Leads work on onboarding, off boarding distributors & Third party service providers. This includes working on service agreements, SLA & Scope of works, capability assessments.
- Work closely with Third party service providers to ensure they meet Quality Standards, KPI & SLA provided by Baxter
- Developing talents in the service team
- Recruiting talents to continue driving growth in service
- Coaching and provide support to individuals
- Ensure all existing and new sales/distributors are adequately trained
- Bachelor’s Degree or equivalent in Electrical or Mechanical Engineering or Science an advantage
- Minimum of 12 years’ service business experience
- Substantial experience in working in international / global matrix organizations
- Knowledge of managing P&L and controlling service cost is a must
- Experienced in managing customer expectation and maintaining high customer satisfaction in any situation and circumstances
- PMP Certification is desired
- Lean Six Sigma Certification is preferred
- Entrepreneurial thinker and acts towards company’s objectives
- Ability to effectively manage ambiguity and lead without authority
- Demonstrates high level of engagement, self-starter attitude and a good negotiator
- Hands-on mentality with the willingness to take on responsibility and ownership to deliver high level of service
- Strong aptitude for process and systems
- Proven skills in the areas of planning and operational excellence
- Must be comfortable in developing relationships with senior business executives and management of major clusters
- Demonstrates methodical and organized working style
- Extremely capable to manage and communicate internationally (through virtual, remote communication tools) –both written and verbal in technical and non-technical environment
- Able to interpret financial data
- Leader in customer service – professional approach to internal/ external clients
- Ability to meet deadlines and demonstrates effective time management skills
- Excellent business ethics and integrity
- Demonstrates a flexibility in operational style to meet the requirements or multi-culture position
- Have a “CAN DO” attitude and comfortable with being a change agent to challenge status quo