Summary of Duties and Responsibilities

Hologic has a China commercial organization with headquarters office located in Shanghai. We aim to build the China organization into an exciting place to work and with professional growth opportunities.

Lead the customer experience and field service organization across China covering all Hologic business units and products – develop service to become the most admired Service organization in all of healthcare Achieve service P&L targets both on top-line service revenue and service profitability Produce excellent customer focused service experiences and outcomes enabling Hologic promoters Trend and improve service KPIs such as Net Promoter Scores (NPS), customer retention, system uptimes, remote resolution rates, and first-time fix rates Act as a change agent within the organization to drive the implementation of better practices Integrate disparate service organizational units to drive more effective and efficient service operations to direct end customers as One Hologic Simplify service operation complexities by identifying an improved to-be operational workflow model and structuring a plan to achieve the change Develop and manage the technical service team, execute, and improve the technical service processes (including equipment installation, troubleshooting, technical training, incident resolution, and maintenance), and initiate & close service sales and billing activities Drive deeper engagement and performance expectations with business partners across China During pre-sales activities, work collaboratively with business teams to close deals and support customers with technology expertise and service capabilities Planning and Budgeting Drive and develop technical service strategy in line with business development needs Analyse market conditions to develop the strategy, offerings, and price of service catalog items such as service contracts, warranties, spare parts, and labor of technical service / repair to balance with market expectations Develop, monitor, and control department expense budget Development, evaluation, training, and daily management of the technical service team to ensure high level of service that corresponds to the company’s policy Manage and coordinate field installation activities for successful commencement of products in customers’ environments in compliance with local law and regulation governing product safety, installations, and operation directives Lead team to provide outstanding technical training for customers Equipment repair and maintenance activities, both proactive and reactive Provide answers to product related problems and advise customers of the best possible solutions Work with the operations team to control spare parts stock at a reasonable level to meet customer requirements Drive the development of the service business to achieve the service sales target Allocate and balance work across direct reports Review and provide timely performance feedback Plan and execute internal service training Recruit key talent, develop, and motivate Resolve people/functional issues in the team to achieve targeted performance and retain key talent Manage Service business partners, dealers, & collaborators to ensure their capabilities meet or exceed company expectations for their defined business segment(s) After-sales Service Provide regular reporting for service delivery, failure analysis, timely feedback, and analytical information of service performance People Management & Development

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Proven knowledge of technical management, expertise across different business units containing products targeted at different markets and market segments Strong people management and development skills to successfully recruit and build the regional technical service team to support strategic growth targets Able to understand and solve technical and management problems effectively & efficiently Strong market knowledge, customer experience, and demonstrated relationships with business teams Excellent leadership, organized, and strong interpersonal skills to be able to communicate on different organizational levels up to and including CxO of customers and partners Demonstrate strategic thinking, proactiveness with a sense of urgency, business & result, and focus on customer satisfaction Ability to work independently 

 

EDUCATION

Bachelor’s degree or above in health-related or engineering / mechanical-related discipline

 

EXPERIENCE

Minimum 15 years technical service experiences for medical devices preferably in the maintenance sector More than 10 years’ experience in the world class multinational company in medical device or related field More than 3 years team management experience Experience in radiology / cardiology imaging, diagnostic instruments, and surgical fields preferred