Digital Service Hub Lead North Asia

Fresenius Medical Care North America; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company dedicated to improving the quality of life for individuals with chronic kidney disease. This role involves overseeing digital services across multiple regions, ensuring alignment with business goals, and managing customer projects from inception to completion. You'll advocate for innovative digital solutions, collaborate with cross-functional teams, and contribute to continuous improvement initiatives. If you're passionate about making a difference through technology and service excellence, this position offers a unique opportunity to lead impactful projects and mentor junior team members in a supportive environment.

Qualifications

• Experience in managing digital service levels and priorities.
• Strong understanding of customer support and service operations.

Responsibilities

• Align digital service objectives with sales and marketing goals.
• Manage customer projects and ensure compliance with SOPs.

Skills

Digital Service Management

Project Management

Customer Support

Budget Management

Technical Services

Collaboration Skills

Problem Solving

Education

Bachelor's Degree in Business or Technology

Master's Degree (preferred)

Tools

Data Reporting Tools

Project Management Software

Service Management Platforms

Job description

Take responsibility for the overall digital services objectives and results in the responsible countries (South Korea and Japan):

1. Align and manage the agreed digital service levels and priorities with sales and marketing to achieve the aligned business goals.
2. Advocate the values of digital solutions and services for business growth and promotion.
3. Manage the rollout of new releases and products, including on-premise and cloud solutions.
4. Implement global service standards, processes, and tools in the local context.
5. Implement global and regional initiatives locally.
6. Define and commit to SLAs in service contracts with customers, collaborating with sales, procurement, legal, compliance, and other partners.
7. Manage the budget and expenses for operations and projects according to local business needs.
8. Oversee external vendors conducting digital services.
9. Manage operational activities based on digital KPIs.
10. Handle PR/PO/Invoices with external vendors.
11. Coordinate service requests for new business cases with commercial teams, including identifying needs, analyzing requirements, and recommending solutions.
12. Lead technical services and discussions during pre-sales, including presentations, demonstrations, and expert Q&A with customers and stakeholders.
13. Manage and execute customer projects following SOPs and best practices: requirements, planning, configuration, installation, training, hyper care, go-live, documentation, and closure.
14. Handle customer complaints and escalations with internal and external partners.
15. Provide remote and onsite customer support and professional services such as data reporting, integration, and system migration.
16. Deliver sustaining services: incident management, CAPA, change management, patching, and upgrades, coordinating with application specialists.
17. Manage remote access respecting cybersecurity and privacy policies.
18. Collaborate with global Level 2 and shared services teams and other partners for support.
19. Work with Business Partner teams (DTI, GTO, HR, Finance, Legal, Compliance) for daily operations.
20. Maintain knowledge of industry trends and competitors' digital solutions and services.
21. Document change requests for unmet needs and ensure comprehensive documentation of all work in compliance with MDR and SOPs.
22. Contribute to continuous improvement through documentation and best practices.
23. Maintain and expand the digital products and services knowledge base.

As part of the regional DSO leadership team, contribute to:

1. Conduct periodic service reviews with senior leaders to assess effectiveness, identify improvement opportunities, and manage risks.
2. Implement and enhance service operation processes.
3. Provide expertise to support global teams in complex problem solving, design changes, and new features.
4. Support regional service excellence by standardizing customer service, project execution, managing service catalogues, and innovating service models to add value.
5. Collaborate with the commercial team to support marketing strategies, pricing, and portfolio management for digital solutions and services.
6. Manage demand and capacity planning, proposing solutions to challenges.
7. Support supplier selection, onboarding, and management according to internal processes.
8. Mentor junior team members in service professionalism.

About the company

We provide comprehensive solutions for people living with chronic kidney disease and related conditions, aiming to improve quality of life through research, innovation, and compassion.