National Service Manager(C)

Mindray Bio-Medical Electronics Co., Ltd.; Hinoba-an; On-site; PHP 1,200,000 - 2,500,000; Full time

Job summary

Mindray Bio-Medical Electronics Co., Ltd. in the Philippines is seeking an experienced Country Customer Service Manager to lead and grow the local service organization.

You will shape service strategy, drive channel and direct service delivery, and enhance customer satisfaction across major hospitals and clinical partners. You will build a high-performing team, establish governance with service partners, improve KPIs, and develop warranty and service contract offerings while collaborating with

Qualifications

• Lead national customer service leadership and strategy development for the Philippines.

Responsibilities

• Lead national customer service operations across installation, maintenance, technical support and escalation.
• Develop the local service team with clear competency, performance and succession plans.
• Establish governance between Mindray and service partners, including certification, audits and reviews.
• Own customer satisfaction and service relationships with key hospitals, clinical stakeholders and biomedical teams.
• Improve service processes, operational KPIs, compliance and cost efficiency.
• Develop the service business through warranty conversions and service contracts.
• Partner with Sales and Marketing on strategic accounts and major projects.

Job description

Title: Country Customer Service Manager - Philippines

We are looking for an experienced customer service leader to lead and further develop our service organization in the Philippines. The role will be responsible for service delivery, team and channel capability development, customer satisfaction, and the sustainable growth of the service business.
This is a country-level leadership position with the opportunity to shape the local service strategy, strengthen a hybrid direct-and-channel service model, and work closely with regional and global teams.

Here below are the main responsibilities：

1. 1.Lead national customer service operations covering installation, maintenance, technical support and complaint escalation.
2. 2.Manage and develop the local service team, with clear competency, performance and succession plans.
3. 3.Establish effective governance between the company and service partners, including certification, quality audits and performance reviews.
4. 4.Own customer satisfaction and service relationships with key hospitals, clinical stakeholders and biomedical engineering teams.
5. 5.Improve service processes, operational KPIs, compliance and cost efficiency.
6. 6.Develop the service business through warranty conversion, service contracts and other value-added offerings.
7. 7.Partner with Sales and Marketing on strategic accounts and major projects.