Description

BASIC PURPOSE OF THIS POSITION:

• Maintain and develop standardized service and system which are aligned with Beckman service standard and service strategy to build a quality service at distributor service effectiveness.
  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The incumbent will also be responsible for , but not limited to the following duties:

• • Ensure the compliance at distributors and implement distributor service policy and aligns all distributors service to Beckman standard.
• • Measure distributor service performance based on Beckman service metrics and improve it if necessary.
• • Continually access distributor service manpower status and provide suggestion to ensure the sufficiency of manpower level.
• • Ensure sufficient spare parts and sound parts inventory management at distributors.
• • Ensure service system and processes which includes standardized support system , escalation , training certification , preventive maintenance , installation , field actions and call handling are implemented accordingly at all distributors.
• • Monitors and tracks all installation , service activities and field issues and ensure all related service data are properly collected and escalated.
• • Drives NPS ( field service ) for customer loyalty.
• • Utilizes analytical and problem solving process to anticipate and minimize disruptions to plans.
• • Other task assigned by line manager.
  

This description is a summary of principle responsibilities and is not intended to include all duties may be assigned.

WORKING RELATIONSHIPS AND CONTACTS:

• • External contacts for this position include distributor , suppliers and vendors. Customers may include hospitals , laboratories , institutes , factories and universities.
• • Internal contacts include , Sales , Marketing , CAS and Finance , all CTS department staff members as well as other service support administrator staff in other offices of the company to gain information or to resolve problems.
  

SUPERVISION RECEIVED AND GIVEN:

The incumbent of this position is responsible for his/her own work. Only new work is reviewed before issue , all other work is handled independently , reporting status to managers/supervisor. Some work requires analysis and use of initiative and independent judgment , but most assignments are specific and well defined.

Qualifications

ESSENTIAL QUALIFICATIONS:

EDUCATION & SKILLS:

• • Bachelor degree or above in Engineering , Electronics , Mechanics , Automation or Biomedical Engineering.
• • Excellent English skills in reading and writing.
• • Good-natured , patient , responsible , with team work spirit , be able to work under pressure and conflict management capability.
  

WORKING EXPERIENCE:

• • Minimum seven years of related working experience , over four years in leading a team.
• • Being experienced in the medical device industry is preferred.
  

FUNCTIONAL COMPETENCIES:

• Acts as a communication conduit for distributor service for technical and service affairs.
• Work with Area and Regional service teams to develop training plan which include technical and process training for Distributor service.
• Project management , training and scheduling experience.
• Good communication , negotiation , teamwork and people management skills.
• Proactive , systematic approach , process oriented approach to identify and resolve problems
• Capable of dealing with conflicts ( internal , external ) and turn conflicts into opportunity for improvement.
• Demonstrated success in developing and leading without authority.
• Communication skills with all levels ( up , down and across ) .
• Good organizational skills with demonstrated ability to multi-task and analyze situations.
• Technical background and the ability to communicate on a technical level.
• Possess efficient written English and Chinese language ability.
• Focuses on key tasks when faced with limited time and resources.
• Uses understanding of the factors shaping customer needs to anticipate and respond to customer needs.
  

TRAVEL REQUIREMENTS:

This position may require business traveling in a frequent situation.

WORK ENVIRONMENT:

This position functions in a general office environment.

Organization

Job Function

Primary Location

Schedule