Territory Service Operation Manager (Medical Device)

Atomic Recruitment SEA; India; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

The Client, a global medical technology company, seeks a Territory (Service) Operations Manager to lead and coordinate its Operations functions across India and South Asia, including Project Management, Service Delivery, Service Support, and Clinical Training & Education.

You will lead a field service team of around 20 through 2 Service Managers, drive safety and quality, set budgets, secure service revenue, and partner with Marketing and Business Management to meet profitability targets.

Qualifications

• 5+ years in operations functions at multinational companies.
• Senior management experience in a customer-centric role; sales/marketing experience is a plus.
• Ability to work in a matrix, culturally diverse environment, and to think strategically.
• Executive presence and the ability to build C-suite customer relationships.
• Permanent authorisation to work in India without sponsorship.

Responsibilities

• Lead the execution of the customer support strategy to maximise long-term installed-base loyalty.
• Recruit, develop and coach leaders, and drive learning and succession planning.
• Coordinate distributor selection and evaluation, and manage transitions between distributors.
• Develop long-term customer and distributor fulfilment strategy and shape future organisation structure.
• Drive safety, compliance and quality culture.
• Set operating and capital budgets and drive continuous improvement in performance.
• Secure service revenue and profitability across contracts, installations, training and spare parts.
• Provide input on pricing and support programs and build a Service Marketing plan.

Skills

Leadership

Strategic thinking

Executive presence

English communication

Matrix organization

Change management

Talent development

Education

Bachelor’s degree

MBA

Tools

MS Office

ERP systems

Job description

About the Company

Our client, a global medical technology company, is looking for a Territory (Service) Operations Manager to lead and coordinate its Operations functions across India and South Asia, including Project Management, Service Delivery, Service Support, and Clinical Training & Education. You will lead a field service team of ~20 in India through 2 Service Managers and work closely with regional APAC Operations leadership.

What you’ll do

Leadership & Management

• Lead the execution of the customer support strategy to maximise long-term installed-base customer loyalty, building a "Best-in-Class" organisation and distributor network
• Recruit, develop and coach functional leaders, and drive learning, development and succession planning
• Coordinate the selection and continuous evaluation of distributors, including transitions from one distributor to another
• Develop a long-term customer and distributor fulfilment strategy, and help shape the future organisation structure
• Partner with Business Management and Marketing to meet systems and upgrade sales and profitability objectives
• Drive a culture of safety, compliance and quality

Operational Accountabilities

• Set operating and capital budgets, and drive continuous improvement in financial and operational performance
• Secure service revenue and profitability across service contracts, installations, training and spare parts
• Validate distributor service capabilities before enrolment, and evaluate and implement changes to distributor agreements
• Deploy effective account management practices to minimise customer and distributor disputes
• Provide input on pricing and support programs, and build a Service Marketing plan with Marketing
• Coordinate technical and clinical training needs with regional training centres
• Oversee call centre effectiveness, the 3PL partner, and spare parts logistics

Performance Management

• Improve installed-base technical performance (uptime, MTBD) through continuous improvement programs
• Drive operational excellence across cost effectiveness, customer satisfaction, account management and sustainability
• Partner on service contract negotiations, with accountability for their profitable execution

What you’ll bring

• Bachelor’s degree; an MBA is highly desirable
• 5+ years in operations functions at multinational companies, with broad medical device or capital equipment experience
• Senior management experience in a customer-centric commercial role; sales or marketing experience is a plus
• Strong leadership, with the ability to build high-performance teams through change and to develop talent
• Ability to work in a matrix, culturally diverse environment, and to think strategically
• Executive presence and the ability to build C-suite customer relationships
• Proven process engineering and productivity improvement experience; Six Sigma Black Belt is a plus
• Advanced Microsoft Office and ERP skills, and excellent English communication and presentation skills
• Permanent authorisation to work in India without sponsorship