Service Manager

　　Req ID: 41477

　　Job Category: Service/Technical Services

　　Kuala Lumpur, 14, MY, 50568

　　Description:

　　At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

　　Position Summary

　　The Service Manager is responsible for developing and leading the Service team with the aim to increase the operation’s service revenue, customer satisfaction and technical service and sales support for the STERIS Malaysia business. Work closely with sales to assist in securing new business and retaining current business. This position is responsible to hire, organize, train and supervise the Malaysia field service team and must be capable to manage the entire service operation including assignments, personnel and standards of performance and work output to satisfy customer’s service needs. This position will be responsible for managing the service P&L for Malaysia.

　　Duties

　　Responsibility for managing the activities of the service team for STERIS healthcare business in Malaysia to ensure job functions are properly delegated and efficient operations to deliver Company objectives, operational excellence in after sales service for excellence customer journey and business continuity.

　　Tender Supports:Work with commercial and marketing team for tender submission, project design and planningPre-Site Renovation Work and Project Management:Liaise with contractors for project installation and Ad-Hoc jobs

　　Establish network of contractors for different renovation jobs

　　Project coordination and implementation for equipment installation

　　Installation, Commissioning and User-Training:Standardize installation, commissioning, and maintenance checklist according to manufacturer IFU to ensure compliance and optimal equipment performance

　　Arrange in-service certification training program for End-Users (Operation) and BME / Facility (Technical) and troubleshooting support after successful installation and commissioning.

　　Maintain and update customer record system such as installed bases of equipment in Malaysia hospitals, serial numbers of the equipment, date of installation, warranty, and tender service contract pricing.

　　Service Sales and PM Contracts Management:Develop and promote service products / equipment and service contracts to increase service revenue.

　　Collaborate with commercial team in relevant equipment replacement opportunities and addition of new equipment placement

　　Creating awareness and influence customer in some sense in the next equipment purchase or equipment replacement as well as the preventive maintenance care of their capital equipment investment

　　Develop business plan to generate incremental growth for service and PM contract sales

　　Continuously update PM contract database and pricing

　　Ensure hospital PM contract purchase orders are released prior to PM due date

　　Duties - cont'd

　　Spare Parts and Calibration Tools Management:Manage and maintain equipment and spare parts database file through accurate documentations of movement, tracking and repair statuses for various business units

　　Establish and continuously update Spare Parts database and pricing

　　Develop and support implementation of processes to automate the withdrawal process of spare parts for accuracy and minimal stock losses

　　Collaborate with supply chain to manage Spare Parts forecast and inventory stock on regular basis

　　Recommend and / or approve purchases of equipment, parts supplies, etc. for assigned district. Ensure proper maintenance and calibration of tools, test equipment, and other related assigned equipment.

　　Service enquiries, breakdown call and repair for equipment:Interface with customers via customers visit, telephone, email to provide quality product support

　　Continuously improve technical service backup system for prompt technical response

　　Develop and support implementation of a system to generate automated service reports on site

　　Complaint Handling:Handle customer complaint and problems pertaining to service and repair work

　　File and document customer complaint according to procedure for audit trail

　　Ensure customer’s requirements for on and off-site technical assistance are handled promptly and efficiently to provide first class service and superior level of customer satisfaction

　　Service Training:Identify internal training needs and make recommendations for cross-training plan of CSSD, Endoscopy Reprocessing and Surgical equipment

　　Ensure adequate levels of training, and adequate deployment of personnel

　　Provide staff with experiences/assignments to enhance their strengths and improve their developmental needs. Complete all the talent acquisition, performance management and development plan processes in a timely manner

　　Team Performance Assessment:Manage team through effective performance management, assessing the skills and competency of all personnel, and providing coaching and development to improve efficiency and quality of service

　　Continuously update Service competency matrix.

　　Motivate the field service team and keep them in good spirit by promoting a cohesive environment

　　Develop and grow the individual, aligned with their strength and passion in the direction towards our common goals

　　9.System Improvement:

　　Continuously establish and improve internal processes for efficient operation, sustainable and scalable service functionEducation Degree

　　Bachelor's DegreeRequired Experience

　　At least 5 years of hands-on technical service experience with 3 – 5 years of Leadership experience preferably in the medical industry. Minimum Bachelor / Diploma in Engineering or equivalent required.

　　Strong communication, customer service and organization skills. Must be able to operate a computer, have a basic understanding of Windows, as well a basic understanding of Microsoft Office software packages, such as Word, Excel, and PowerPoint.

　　Ability to read, speak, and write English fluently is required.

　　Preferred Experience

　　Ability to read, speak, and write local language fluently is preferred.

　　Skills

　　Previous experience in developing certification training programs and understanding hospital IT and cybersecurity requirement are preferred.

　　Must be customer oriented and focused.

　　STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

　　STERIS strives to be an Equal Opportunity Employer.

　　Req ID: 41477

　　Job Category: Service/Technical Services

　　Kuala Lumpur, 14, MY, 50568

　　STERIS Sustainability (https://www.steris.com/sustainability)

　　Life at STERIS (https://careers.steris.com/content/Life-at-STERIS/?locale=en_US)