Senior Manager of Customer Experience

2 weeks ago

Shanghai, Shanghai, China Hologic, Inc. Full time

Job Summary

Hologic, Inc. is seeking a highly experienced Senior Manager of Customer Experience to lead our customer experience and field service organization across China. As a key member of our team, you will be responsible for developing and implementing service strategies to drive business growth and customer satisfaction.

Key Responsibilities

  • Lead the customer experience and field service organization across China, covering all Hologic business units and products.
  • Develop and implement service strategies to drive business growth and customer satisfaction.
  • Manage a team of technical service professionals to ensure excellent customer-focused service experiences and outcomes.
  • 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.
  • 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.
  • 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.
  • Plan and budget for service operations.
  • Develop, monitor, and control department expense budget.
  • Manage and coordinate field installation activities for successful commencement of products in customers' environments.
  • 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).

Requirements

  • 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.

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