Additional Locations: Malaysia-Kuala Lumpur; Malaysia-Penang
Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance
At Boston Scientific, we'll give you the opportunity to harness all that's within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we'll help you in advancing your skills and career. Here, you'll be supported in progressing whatever your ambitions.
Purpose Statement
This role is responsible for leading the Capital Equipment Technical Service (CETS) organization in APAC to ensure strong customer support in relation to capital equipment technical matters. The role provides direction towards a customer-centric service process, technology and infrastructure to achieve highest equipment uptime. The role will partner closely with Business Units, Commercial teams and Global Supply Chain as part of optimizing the capital equipment business opportunities and customer experience. The individual will be directly responsible to ensure service operations performance objectives are consistently met.
Key Responsibilities
- Manages and directs organizational resources to train and develop technical and operational competencies of CETS team in APAC
- Strategic planning and execution of effective customer support strategy to shorten time to repair and reduce cost to service
- Responsible to monitor and improve on key performance indicators (KPIs) for CETS in collaboration with local and global teams.
- Collaborate with the commercial teams to ensure successful New Product Introduction, effective end of life cycle management and high customer satisfaction
- Responsible for the Annual Operating Plan to ensure appropriate resource allocation and effective budget management
- Collaborate with global teams to drive process excellence in support of the global CE strategy
- Ensures process and procedures are in place and the team is equipped to support customers for both field serviceable & non field serviceable products
- Determine the logistic and inventory needs that is required to meet customer service level
- Leads regional projects in collaboration with global CE team and Country supply chain leadership
- Create a high-performance culture with a focus on customer experience, and continuous improvement to make CETS an effective enabler for business growth
- Quality: Ensures awareness and compliance with applicable standard operating procedures to meet, comply and champion all quality and regulatory commitments of Boston Scientific
Key Qualifications
- Bachelor's or Master's degree in Engineering and/or Operations Management
- Demonstrated at least 7- 10 years of progressive service and field service leadership for various types of capital equipment
- Demonstrated customer facing or customer supporting experience both internal and external customers
- Demonstrated experience in managing teams using cloud-based service and team management technologies (e.g., ServiceMax, SFDC)
- 5-7 years of people management experience, preferably in regional capacity
- Excellent communication skills, with ability to communicate effectively with all levels of the organization and across geographies
- Strong business acumen and ability to create and maintain commercial partnerships
- Strong problem-solving skills required including lean or six sigma expertise
- Highly adaptable, flexible, and willing to accept new ideas, processes, and procedures
Requisition ID: 595206
As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do as a global business and as a global corporate citizen.
So, choosing a career with Boston Scientific (NYSE: BSX) isn't just business, it's personal. And if you're a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!
