Job Description
Leading and managing a team of 15 service engineers, you will be responsible for designing and building global service products linked and aligned to New Product Development, Current and Sustaining Product Engineering.
Reporting to the Director Services and Solutions, you will manage customer escalations and be engaged in business development and other strategic initiatives designed to ensure global service readiness, improve efficiencies and deliver world class service
It’s your life. Work well. You will be joining a privately held global manufacturer of innovative medical diagnostic equipment and patient monitoring systems founded in 1915 and recognized in the US, Ireland, and Mexico as a Great Place to Work.
Key Responsibilities:
Key objectives will be to refine the Service Engineering roadmap to New Product Development / Current Product Roadmaps (Production, End of Life (EOL) End of Service Life (EOSL) and redesign connections and interfaces with the new product development process. You will also create service programs delivering to customer requirements.
Exceptional project planning and focused management will support resolution of field escalations for global Technical Support and Remote Service related to systems and products, assuring customer and company satisfaction.
These efforts will involve supporting service strategies for current and new systems and products, maintaining service documentation, tracking, resolving customer generated service Product Change Requests (PCRs) and developing and delivering technical training courses,
As a collaborative leader, working closely with cross functional teams including R & D, QA / RA, Sales, Marketing, Manufacturing Engineering, Clinical Services, Sourcing, and Suppliers, your exceptional partnering skills will help accelerate double digit growth in the Welch Allyn Services category, consistent with corporate strategic directions.
Skills
A Bachelors degree (technical preferred) and significant Services management experience in Field Service, System Service, Technical Support and/or Customer Service environments along with and excellent project management and leadership skills are essential for success.
Familiarity with complex connected systems composed of software, hardware and services, including the understanding of multiple Operating Systems (MS, Unix, etc.) and Networking (Wired and Wireless) is a significant plus.
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