Sr. Manager, Customer Experience

7 days ago

Shanghai, China Hologic Full time

Sr. Manager, Customer Experience & Field Service, China

Shanghai, China

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

  • Sr. Manager, Customer Operations

    5 days ago

    Shanghai, China Waters Corporation Full time

    Overview The Sr. Manager, Customer Operations will be responsible for leading, managing and directing both strategic and operational aspects of the Customer Operations team in GC, to achieve best in class processes and customer experience, by partnering closely with cross-functional leaders in Sales, Service & Support, Commercial Operations, and...

  • General Manager – Engine MRO Chongqing

    2 months ago

    Shanghai, China SR Technics Group Full time

    We are a world leading Engine MRO service provider, headquartered in Zurich, Switzerland, with over 90 years of operational experience. Our unwavering dedication to innovation, excellence and environmental responsibility propels us forward on our journey to becoming the leading, most customer-centric, and sustainable Engine focused MRO worldwide.   Working...

  • Sr. Customer Insights Manager

    3 months ago

    Shanghai, China Amazon Information Service (Beijing) Co., Ltd. (Shanghai Branch) Full time

    Amazon's Customer Experience and Business Trends (CXBT) is seeking a Senior Product Manager - Technical to directly influence the direction of Amazon products, specifically in AWS, through the customer experience lens. We seek a technically proficient person to join our CN team working with AWS leadership (both in CN and globally) to deliver innovative and...

  • Sr. Program Manager, Seller Quality

    4 months ago

    Shanghai, China Amazon (Shanghai) International Trading Company Limited Full time

    Amazon Global Selling has been helping individuals and businesses increase sales and reach new customers around the globe. Today, more than 50% of Amazon’s total unit sales come from third-party selection. The Global Selling team in China is responsible for recruiting local businesses to sell on Amazon’s overseas marketplaces, and supporting local...

  • Customer Experience Improvement Manager

    6 days ago

    Shanghai, Shanghai, China Huntsman Full time

    About the RoleHuntsman's Advanced Materials division is seeking a highly skilled Customer Experience Improvement Manager to join our team. This role is responsible for identifying, developing, and implementing business change initiatives to support our global customer experience strategy.Key ResponsibilitiesConduct thorough analysis of customer feedback to...

  • Sr. Key Account Manager, Amazon

    3 weeks ago

    Shanghai, China Philips Full time

    JOB DESCRIPTION Job Title Sr. Key Account Manager, Amazon Job Description Sr. Key Account Manager, Amazon Responsibilities: Develop and drive a credible and productive long-term relation with customers to maximize the value (top- and bottom-line) of the short- & long-term business with the account for E2W based on the deep understanding of...

  • Manager, Customer Success

    4 weeks ago

    Shanghai, China Qorvo Full time

    Responsibilities : Guide customers from project inception to mass production, on how to implement Qorvo's IoT solutions. Your goals are new design wins and reducing time-to-market for customer projects Manage and prioritize your Customer Success team's workload, reporting into the global Customer Success senior manager Collaborate closely with sales,...

  • Customer Experience Specialist

    6 days ago

    Shanghai, Shanghai, China Converge (Shanghai) International Trading Co. Ltd Full time

    Job SummaryWe are seeking a highly skilled Customer Experience Specialist to join our team at Converge (Shanghai) International Trading Co. Ltd. As a key member of our business support team, you will be responsible for delivering exceptional customer service and support to our clients.Key ResponsibilitiesCustomer InteractionRespond to customer inquiries in a...

  • Sr. Sales Manager, TEMU

    1 week ago

    Shanghai, China Philips Full time

    JOB DESCRIPTION Job Title Sr. Sales Manager, TEMU & Ali Express Job Description Sr. Key Account Manager, China-out platforms Responsibilities: Develop and drive a credible and productive long-term relation with customers to maximize the value (top- and bottom-line) of the short- & long-term business with the account for E2W based on the deep...

  • **Senior Manager, Customer Experience Lead**

    5 days ago

    Shanghai, Shanghai, China Waters Corporation Full time

    About the RoleThe Senior Manager, Customer Experience Lead will be responsible for leading the Customer Operations team in Waters Corporation, driving strategic and operational aspects to achieve best-in-class processes and customer experience. This role will partner closely with cross-functional leaders in Sales, Service & Support, Commercial Operations,...

  • Customer Experience Ambassador

    6 days ago

    Shanghai, Shanghai, China DSM Full time

    Job Title: Customer Experience AmbassadorAbout the RoleWe are seeking a highly skilled Customer Experience Ambassador to join our team at DSM. As a key member of our customer-facing team, you will play a vital role in delivering exceptional customer service and ensuring seamless order management.Key ResponsibilitiesAct as the primary customer contact,...

  • Customer Experience Specialist

    2 months ago

    Shanghai, China Converge (Shanghai) International Trading Co. Ltd Full time

    Description : Customer Interaction: Respond to customer inquiries via phone, email, and chat in a timely and professional manner.Load orders into the system accurately and efficiently. Sales Activities and Support: Handle day-to-day sales activities, sales support, and customer service tasks for specified customers and assigned accounts.Maintain...

  • Customer Experience Representative

    2 months ago

    Shanghai, China DSM Full time

    Job Title : Customer experience representative City, Country: Minhang, Shanghai, China On Site CL: S12 The elevator pitch of the role By joining our winning customer experience team, you will play a key role in creating a unique experience for our customers. Your entrepreneurship with strong client intimacy will help us to delight consumers...

  • Customer Experience Specialist

    6 days ago

    Shanghai, Shanghai, China GOAT Group Full time

    Job DescriptionAbout the Role:We are seeking a highly skilled and experienced Customer Experience Specialist to join our team at GOAT Group. As a key member of our support team, you will play a critical role in delivering exceptional customer service and ensuring that our customers have a positive experience with our products and services.Key...

  • (Sr.) Product Manager

    4 months ago

    Shanghai, China Abbott Laboratories Full time

    PRIMARY FUNCTION:Manage the development and implementation of strategic initiatives and operational strategies to achieve short-term and long-term growth objectives for the organization.Lead projects and team members including cross functional team such as Service, R&D, RA and Value expansion team etc. to accomplish product launch, pricing, promotion,...

  • Customer Quality Regional Manager

    3 months ago

    Shanghai, China ASML Full time

    Description Lead a team of Customer Quality Managers to secure customer quality in China region Interface with China region customers on all quality aspects and support & manage customer expectations on quality complaints and roadmaps Setup and maintain Customer Quality Dashboard:Align with Customer on Customer Quality IndicatorsSecure engagement...

  • Sr Marketing Manager for Brand Foundation, Ads Cross Borders Marketing

    4 weeks ago

    Shanghai, Shanghai, China Amazon Full time

    Amazon Ads helps brands design ad experiences that delight customers and deliver meaningful results. With 300+ million worldwide active customer accounts, and first-party insights based on shopping, streaming and browsing signals, brands can craft relevant campaigns that enhance customer experiences. Our solutions on , services like Twitch, IMDb TV, Alexa,...

  • Tirzepatide - CWM Sr Brand Manager

    3 months ago

    Shanghai, China Lilly Full time

    We’re looking for people who are determined to make life better for people around the world. Job Summary The brand manager will be responsible for developing and implementing brand strategy and operation for Tirzepatide- Chronic Weight Management (Obesity/Overweight) to achieve business objective in China market.  Key Responsibilities ...

  • Sr. Product Manager- Seller Experience

    4 months ago

    Shanghai, China 0093 eBay Engineering&Research Full time

    At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts. Our customers are our compass,...

  • Sr. Product Manager- Seller Experience

    4 months ago

    Shanghai, Shanghai, China eBay Full time

    At eBay, we're more than a global ecommerce leader — we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.Our customers are our compass, authenticity...