Head of Professional Services
Vietnam, Ho Chi Minh, Vietnam
1 giờ trước

Head of Professional Services

Location Vietnam, Ho Chi Minh, Vietnam Category Customer Support Job Id 202206-122345 Save job Save job JOB DESCRIPTION

The Position

  • Lead and manage the Service and Applications Departments and ensure high quality after sales service and support;
  • Manage customer needs related to installation, maintenance and training of Roche instruments and products; and

    Ensure that quality standards are adhered to and support customer labs with increasing their quality standards.

    Essential Duties and Responsibilities

  • Manage installations of equipment at customer's facility to ensure full functionality according to specifications
  • Continuously review and implement Service Concept in sync with Roche Global Customer Service recommendation or sales and marketing activities to achieve overall Company’s objectives
  • Plan service training for staff and customers
  • Ensure on-site technical assistance to help troubleshoot and repair so that equipment is available to the customers
  • Ensure full coverage of all customer complaints and feedback as well as all service activities in REXIS service including all relevant details
  • Develop and maintain KPIs in REXIS to identify patterns in customer complaints in order to determine trends affecting future design, production, service, and maintenance processes, and recommend modifications to eliminate future problems
  • Establish and use REXIS KPIs as well as potential external customer satisfaction surveys to measure and manage Service performance
  • Review and improve spare parts management (both stock and those kept with the Service Engineers) to ensure timely service to customers nationwide
  • Ensure traceability and security of spare parts and consumables
  • Ensure business opportunities or risks are escalated whenever necessary and service contracts meet Roche s business requirements
  • Establish and maintain competitive service concept for key accounts and undertakes regular key account health check
  • Keep qualification level of application and service teams (competency levels, locations) on a high level and ensure a customer service mindset
  • Ensure continuously high standards of Divisional Quality
  • Develop awareness of good laboratory practice through KOLs
  • Educate KOLs to be a Quality Mentor for other Vietnam Roche Labs for the next tiers
  • Develop an internal skill of Roche Application Specialists Team to have a good knowledge of Lab Accreditation
  • Ensure competitive offering for Service Packages which support Roche customer to achieve Lab Accreditation Certification
  • Manage Roche s Center of Excellence as best in class training facility in Vietnam
  • Define together with commercial department relevant training curriculums and ensure quality in training execution
  • Active member of the Management Team (Mancom) of Roche Vietnam
  • Active member of the Compliance Board
  • Other duties may be assigned by the management
  • Compliance and Safety Health & Environment

    Conduct business in full compliance with Roche Code of Conduct, Roche Behavior in Business, Roche guidelines on Safety, Health & Environment (SHE) and Behavior in Competition as well as Roche Values & Leadership Competencies

    Experience, qualification, skills and competencies

    Bachelor of Applied Science (pref. Medical Technology), proven Business Management Skill, preferable MBA

    Practicing or knowledgeable in Good Laboratory Practice, Lab Accreditation Process, and be able to set and measure KPI of High Lab performance

    Strong experience in laboratory environment

    Experience working in a customer service or engineering role in a multinational company

    At least 5 years of leadership experience

    Profound technical / engineering understanding

    High analytical skill and strategic vision to develop service offerings

    Look for long-term benefits to the customer and the organization

    Have a comprehensive knowledge of the broad range of company products, and competitor products

    Maintain clear communication with the customer regarding mutual expectations and monitor customer satisfaction

    Good Presentation skill

    Conversant in both English and Vietnamese (conversational & writing)

    Must be able travel extensively and work in stressful environment Able to work on odd hours or weekend

    Exposed to biohazard environments

    Who we are

    At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups.

    Our success is built on innovation, curiosity and diversity.

    Roche is an Equal Opportunity Employer.

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