Philippines Service Lead - Customer Experience & Growth

Mindray; Taguig; On-site; PHP 2,500,000 - 5,000,000; Full time

Job summary

Mindray in the Philippines seeks an experienced customer service leader to drive service delivery, team development, and growth of the service business across the country. This role shapes local service strategy, aligns hybrid direct-and-channel models, and collaborates with regional and global teams.

Responsibilities include leading national operations, governance with service partners, ensuring customer satisfaction, and expanding value-added offerings through contracts and warranty

Responsibilities

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

Job description

Mindray in the Philippines seeks an experienced customer service leader to drive service delivery, team development, and growth of the service business across the country. This role shapes local service strategy, aligns hybrid direct-and-channel models, and collaborates with regional and global teams.

Responsibilities include leading national operations, governance with service partners, ensuring customer satisfaction, and expanding value-added offerings through contracts and warranty