Service Mgr

Overview

The Service Manager is responsible for:

• Ensuring that the highest standard of Technical Service is maintained and improved on throughout the Hong Kong and Macau Region.
• Lead and manage the service operations, to meet organizational, financial and management objectives.Meet the objectives set out in the Bio-Rad Mission and Quality Statement
• Develop tools and processes to meet the needs and exceed expectations of our external and internal customers.

How You’ll Make an Impact:

       Leadership

• Manage the Hong Kong region Service business and individual performance.
• Lead, motivate and empower the service team to meet agreed annual targets and objectives, ensuring
• service team have the appropriate competencies to perform their tasks effectively.
• Ensure that all Service Engineers are competent to repair equipment through training and updates on technical information.
• Prepare Individual Development plan for all staff and ensure an effective succession plan is in place.
• Promote and adopt new strategies for innovation, cost reduction and performance excellence.
• Establish and maintain effective communication throughout the Pacific Rim team.   

      Financial and Inventory

• Prepare and manage budget & expense plan.
• Ensure plan for Service Sales and contribution margins are achieved based on given yearly targets.
• Review and maintain correct inventory of spare parts to reflect demand. Ensure inventory accuracy is maintained across region. 

       Operations and Quality

• Manage Service processes for PM, QC, Parts and mandatory upgrades to comply with USFDA and Regional Regulatory Authority audit requirements and Hong Kong Quality Management System.
• Establish and monitor SLA’s with key accounts and review KPI’s with key stake holders
• Ensure timely dispatch and completion of Work Orders in SMax,
• FSE response (within specified SLA)
• Work orders completion (labor /parts) by engineers within 7 working days.
• Complete billing reviews of all completed work orders.
• Ensure invoicing in SAP system monthly.
• Ensure all measurement Tools used by Engineers are calibrated by accredited organizations. Tools out of calibration date must be removed and put into a quarantine location.
• Establish Training / Skill matrix of engineers, develop systematic plan to improve competencies and prepare plan to fill gaps in training.
• Manage open & escalated Work Orders on a weekly basis.
• Establish and maintain detailed PM schedule and install procedures to ensure consistent quality.
• Ensure all Service contracts, Entitlements, PM Schedule are maintained in the SMax system.
• Commit to and ensure that all staff adhere to the Bio-Rad quality manual and ISO procedures and meet audit requirements.

       Field Service

• Visit customers for repair and maintenance services of Key products.
• Attend Service training for specialist products and provide field support to engineers in technical troubleshooting.
• Establish a communication framework whereby issues dealt with by the TSG are fed back to other stakeholders.

 What You Bring:

• Applicable business or science qualification and / or equivalent experience
• Exposure to and /or experience in Bio-Medical, Life Science and /or Clinical Diagnostics’ Industry
• Minimum of 5 years’ experience in leading a team of Field Service Engineers and/or management of a small business unit.
• Excellent spoken and written English.
• Excellent interpersonal and communication skills
• Proven customer relationship skills and problem-solving ability.
• Demonstrated initiative with strong and proactive approach to getting things done, results orientated.
• Conflict resolution skills and strong team orientation
• Effective time management, prioritizing, planning, and organizing skills.
• High level of skills in computer literacy and software usage (SFDC)

Benefits: Bio-Rad's biggest asset is our people, and this is the reason why our Total Rewards deliver programs that provide value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Our offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee’s work and life cycle. We’re proud to offer comprehensive medical plans and insurance, wellness programs, extensive learning and development opportunities and more.

EEO Statement: Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. Veterans, people with disabilities, and people of all races, ethnicities, genders, ages, and orientations are encouraged to apply.

 Agency Non-Solicitation: Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.

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