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Customer Support Manager, SEA

Permanent Position
17 Oct 2020
Expires on 16 Nov 2020

Company Description

Clinical Diagnostic MNC

Posted by

Lina Feng (Reg No: R1987768)

Tel

+65 9652 3371

Email

Job Description

  • Oversees and maintains post sales team of Field Service Engineers (FSE) and Field Applications Specialists (FAS)
  • Works closely with presales and sales team, creating tactical service plans for key accounts
  • Acts as the primary connection between the office staff and the field staff, answering any technical questions either may have
  • Regularly visits clients and customers to maintain network and relationships
  • Develops post sales service business plans to enhance service and revenues with focus on Customer Retention
  • Assures that communications from the office reach the field in a timely and efficient manner
  • Works directly with Global Services Leadership on operational strategy as related to performance and goals
  • Advises Global Service Leadership on growth opportunities
  • Participates in corporate strategic and tactical planning processes for post-sales service
  • Support mid-management in scheduling FSEs and FARs for appropriate jobs according to skillsets
  • Regularly visits job sites for quality control, coaching and training purposes
  • Responsible for expanding network and developing new relationships for new opportunities
  • Technical support for all post sales activities
  • Identify and replace non-performers
  • Conduct interviews with new post sales service associates to assess if their skills meet company standards

Requirements

  • 10 years of experience in Medical Device companies 
  • Experienced in process improvement 
  • Good background in people management 
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills

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