Job Description

POSITION: NATIONAL SERVICE MANAGER

REPORTING TO: Head of Medical Technology Segment   

LOCATION: Canada  

SUMMARY:

With just under 35,000 employees, ZEISS is one of the global leaders in the optical and optoelectronic industries and has been contributing to technological progress for 170 years. ZEISS develops and distributes lithography optics, measuring technology, microscopes, medical technology, eyeglass lenses, camera and cine lenses, binoculars and planetarium technology.

The National Service Manager will be responsible for the Service P&L, planning, supporting & directing service activities to improve service excellence as well as customer satisfaction. You will also be developing and executing service strategies which support the growth of the overall Medical business. You will lead a team of service engineers which support the complete medical portfolio of Ophthalmology Diagnostic & Surgical capital equipment in Ophthalmology, Neurosurgery, ENT, P&R, Dental, and Optometry markets. You will report directly to the VP of the Medical Business Group and interface (collaborate and team-up) with all functions of the organization.

JOB FUNCTIONS – PRIMARY DUTIES AND RESPONSIBILITIES:

1. Leadership: Lead a team of field service engineers and manage the service business with the goal of growing the overall Medical business and to ensure the budgeted service revenue is achieve
2. Develop, coach and empower your team member
3. Give direction, drive performance and set clear goals for your team member
4. Foster team work among the team members and cross-divisiona
5. Communicate openly and create a feedback culture in your team
6. Monitor and guide the performance of the whole Canada Medical Service Team
7. Improve Service Excellence and Operational PIs.
8. Ensure quality of Service - Continuous monitoring and development of KGP service KPI’s (Net-Promoter-Score, Customer satisfaction index, Mean-time-to-repair, First Time Fix Rate, and Contract coverage rate)
9. Ensuring high levels of engineer utilization through proper planning, scheduling & coordination of service jobs (with support from service admin)
10. Ensure high quality standards in services rendered (repairs, installation, relocation, consultation, calibration, commissioning & preventative maintenance)
11. Ensure the right, and right levels of critical spare parts are kept locally and controlling and keeping track of stock movement (loan stock)
12. Ensure the engineers are well equipped to perform their service jobs, and that it is all in good order as well as calibrated (tools, artifacts etc.)
13. Customer Management - Ensure customer satisfaction and drive customer loyalty
14.  Grow the Service Business (Revenue and Profitability) Year-over-Year
15. Drive business process improvements for efficiency and higher productivity
16. Grow the Service Business (Revenue and Profitability) Year-over-Year
17. Drive business process improvements for efficiency and higher productivity and lead digital transformation in Service
18. Cost Management for the Service Team
19.  Develop and execute Service Strategies which improve Customer experience, business revenues, internal productivity or operational efficiency
20. Work with Sales on Key Projects and Accounts. Provide Sales support (if and when necessary)
21.  Liaison work involving spare parts ordering, shipment, installation and after sales service which interact between sales, logistics, customers and application specialists etc.
22. To actively participate in the NPS, CPO process and comply to all ISO and other regulatory requirements
23. To take initiative in updating one’s own product & technical knowledge by attending training programs organized by the Company and through discussions
24.  Assist in Regional Service or Sales Projects, as and when assigned

Other:

• Promotes at all times the “team concept” within the CZ Canada and Global CZ organization
• Align with the Global Service Team and execute strategies and develop local implementation measures
•  Provides monthly/quarterly reports to local and global management
• Develop strategies to promote range of service products and ensure service and sales teams are fully aware of service product offerings
• Create service budgets, forecasting and controlling annual service revenue and expenditure
• Analyze service profitability per product offering taking into account spare parts, loan stock, tooling, warranty repairs, etc.
• Provide support and process coaching to service engineers and Regional Directors in the field to drive service performance
• Promote the value proposition of service and customer support in specific sales opportunities
• Identify and develop best practices across the entire team to drive service productivity
• Develop, coordinate and execute training plans and staff development to support servicing of installed base and new instrument release
• Manage customer escalations and second level support with the headquarter organizations
•  Develop competitive and attractive service offerings including service contracts, support agreements and after-sales offerings
• Interface with the Regional Directors, Customer Care Manager and respective team to ensure process standardization, implementation of service strategy, management of FSEs and relevant compliance
• Ensure technical competency of the technical service team, plan training in line
• Customer relationship management through customer visits
• Any other duties and responsibilities as assigned by the management

OUR REQUIREMENTS:

• Education: requires a Degree in Engineering or related and with an MBA
• 10 or more years equivalent industry experience in a similar role and with a minimum of 5 years field experience
•  Proven leadership record
• Decisive, proactive and risk taker
• Customer oriented focus
• Proven customer management skills
•  Strong leadership skills with extensive experience in personnel management including recruitment, performance appraisals and staff development
• Highly developed interpersonal, communication, negotiation, analytical and problem solving skills
• Developed financial and budget management and strategic planning skills
• Knowledge and experience in asset management systems and practices
• Understanding and experience with field management solutions, customer care management and dispatch is an asset
• Exceptional customer service orientation and communication skills
• The ability to work under pressure with accuracy, clear and focused problem solving and decision making skills, enabling quick and accurate resolution of issues
• Skills and experience (including SAP, CRM, word, excel, access and specialized software)
• Understanding of key technologies and market requirements in medical devices

COVID-19 CONSIDERATIONS

At ZEISS our highest priority is the safety of our employees and Customers. As a result, we are adopting additional prevention measures to ensure the safety of our employees and Customers. Therefore, any offer of employment is conditional upon you submitting proof that you have been fully vaccinated with a Health Canada or World Health Organization (WHO) approved COVID-19 vaccination as soon as possible and no later than fourteen (14) calendar days prior to the effective start date, in addition to satisfying any other condition(s) that may be set out in an offer. If a candidate fails to satisfy this condition (or any other condition(s) set out in an offer), any offer of employment shall be immediately rescinded.

ACCOMMODATION

_ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. _

Company Description

Carl Zeiss Meditec Production, LLC is located in the city of Ontario in California, about 40 miles (64 km) east of Los Angeles. Founded in 1989 as Oii, later Aaren Scientific, the company was an early innovator in computer-controlled intraocular lenses (IOL) production, and was the first U.S. IOL manufacturer to be awarded CE registration. The company has been integrated into ZEISS Medical Technology Business Group, and complements the existing ZEISS IOL development and manufacturing sites.