Technical Services Manager (Medical Devices)

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Position: Technical Services Manager (Medical Devices)

Responsible Products: APD and CRRT

Work Location: New Phetchaburi Road, Vantive Technical Service Office

Reporting Manager: Sr. TS Director (Based in Australia)

Normal Working Hours: Mon-Fri 8:00-17:00

Travel: Required to travel to customer sites such as Hospital.

Job Scope:Manager Technical Services has accountability for customer satisfaction and the management of cross-functional relationships within the Vantive organization.  Responsible for the achievement of all performance metrics and operational measures in the areas of revenue generation, cost containment, customer satisfaction, employee development, and operational improvements. Provide direct leadership and coaching to the organization responsible for the safe, effective, and efficient delivery of service to customers. The geographic scope includes Thailand field and depot locations.

Job Descriptions:

1. Technical Service management (40%)

• To provide direction, set priorities and performance as it pertains to Vantive businesses.

• To secure compliance with local and Vantive Corporate procedures and policies.

• Ensure that service technicians and their supervisors have the tools, proper training and follow processes to fulfill our customer expectations and to develop their own careers.

• Manage new product releases and enhancements to determine the serviceability of the product and determine the requirements for training, test equipment, tools, spare parts, manuals and instructions.

• Drive deployment of Field Actions (FAs) in a timely manner and fulfilling assigned budget.

• Drive team to exceed revenue goals by providing the highest level of customer service and through the cooperation with local sales efforts.

2. Business partnership management (25%)

• To keep a close relationship with commercial leaders by supporting medical equipment sales and providing value added focus as a strategic business partner.

• To develop and keep close relationships with customers through regular contact and visits according to the segmentation focused on the service optimization and the development of new businesses.

• Be available to travel to support business requirements.

• Be able to collaborate and collaborate effectively with internal customers and other departments.

• Manage equipment related problems by effectively communicating with all departments to resolve issues which affect product quality or customer satisfaction.

3. Operational Excellence, monitoring, and control (25%)

• Develop and deploy a short/long term TS strategy to enable cost savings and profit-oriented opportunities.

• Drive operational excellence by standardizing depot and field repair processes

• Work with other Service managers to integrate all of Service.

• To work with Finance the TS budget and forecast process

• To monitor and control the KPIs (key performance indicators): operational, spare parts, quality, compliance, and customer satisfaction.

• Embrace new IT tools implementation and deliver a lean/flexible structure to fulfill the business unit’s demands.

• Continuously challenge the status quo to become the best in class TS team in the local medical device industry.

• Ensure understanding of and strict compliance with all local regulations as well as all internal SOPs while providing continuous improvement for all operational processes.  

4. Talent Management (10%)

• Provide coaching and feedback to staff to ensure ongoing individual / team development and the attainment of performance objectives. S/he will attract, develop, and retain the best team in the industry.

• Identify internal and external best-demonstrated practices and ensure that skill sets and capabilities exist within the organization to execute the strategy.

• Provide leadership through transformational/organizational change

Qualifications:

• Bachelor of Biomedical, Electrical or Mechatronics Engineering or any related fields. Master's degree is preferably.

•  At least 10 years previous management experience in International Medical Device Companies with at least 5 years in a leadership or management role.

• Proven competence in communicating vision and aligning staff’s performance; establishing goals and standards for staff.

• Building customer relationships; working as a team player with others; coaching and developing staff; recognizing and rewarding staff performance.

• Ability to travel extensively, up to 70% of the time

Benefit & Welfares:

• Car Allowance + Fuel Card.

• Telephone Allowance

• Provident Fund, Group Health Insurance

• Fixed Bonus, Variable Bonus

• Flexible Benefits (My Wellness)

• Annual Leave

• Etc.

Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

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