Technical Manager NZ Endoscopy

at  Steris

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

POSITION SUMMARY

The Technical Service Manager is responsible for developing and leading the Service team with the aim to increase the operation’s service revenue, customer satisfaction and technical service and sales support for the NZ business. Work closely with sales to assist in securing new business and retaining current business. This position is responsible to hire, organize, train, and supervise field service team and must be capable to manage the entire service operation including assignments, personnel and standards of performance and work output to satisfy customer’s service needs. This position will be responsible for managing the service P&L for NZ focusing on the Endo business.

EDUCATION DEGREE

Bachelor’s Degree

REQUIRED EXPERIENCE

Specific Work Requirements
1. At least 5 years of hands-on technical service experience with 3 – 5 years of Leadership experience preferably in the medical industry.
2. Strong communication, customer service and organization skills.
3. Must be able to operate a computer, have a basic understanding of Windows, as well a basic understanding of Microsoft Office software packages, such as Word, Excel, and PowerPoint.
4. Travels within New Zealand as assigned. May require occasional travel outside of New Zealand
Specific Work Preferences
1. Visual acuity and manual dexterity are necessary to manipulate tools and equipment to perform essential functions.
Specific Skills and / or Business Competencies
1. Ability to read, speak, and write English fluently is required.
2. Previous experience in developing certification training programs and understanding hospital IT and cybersecurity requirement are preferred.
3. Must be customer oriented and focused.
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.
STERIS strives to be an Equal Opportunity Employer

DUTIES

1. Responsibility for managing the activities of the service team for STERIS business in NZ to ensure job functions are properly delegated and efficient operations to deliver operational excellence in after sales service for excellence customer journey and business continuity.

2. Tender Support - Work with commercial and marketing team for tender submission, project design and planning.

3. Pre-Site Renovation Work and Project Management:

• liaise with contractors for project installation and Ad-Hoc jobs
• establish network of contractors for different renovation jobs
• project coordination and implementation for equipment installation

1. Installation, Commissioning and User-Training:

• standardize installation, commissioning, and maintenance checklist according to manufacturer IFU to ensure compliance and optimal equipment performance
• provide in-service certification training program for End-Users (Operation) and BME / Facility (Technical) and troubleshooting support after successful installation and commissioning.
• maintain and update customer record system such as installed bases of equipment in the local hospitals, serial numbers of the equipment, date of installation, warranty, and tender service contract pricing.

1. Scheduled Preventive Maintenance (PM) Tasks:

• support implementation of a system to generate automated PM reports on site
• maintain PM schedule and document accordingly
• ensure PM schedule is completed according to plan and no lapses

1. Service Sales and PM Contracts Management:

• develop and promote service products / equipment and service contracts to increase service revenue.
• collaborate with commercial team in relevant equipment replacement opportunities and addition of new equipment placement.
• creating awareness and influence customer in some sense in the next equipment purchase or equipment replacement as well as the preventive maintenance care of their capital equipment investment.
• develop business plan to generate incremental growth for service and PM contract sales.
• continuously update PM contract database and pricing.
• ensure hospital PM contract purchase orders are released prior to PM due date.

1. Spare Parts and Calibration Tools Management:

• manage and maintain equipment and spare parts database file through accurate documentations of movement, tracking and repair statuses for various business units.
• establish and continuously update Spare Parts database and pricing.
• develop and support implementation of processes to automate the withdrawal process of spare parts for accuracy and minimal stock losses.
• collaborate with supply chain to manage Spare Parts forecast and inventory stock on regular basis.
• recommend and / or approve purchases of equipment, parts supplies, etc. for assigned district. Ensure proper maintenance and calibration of tools, test equipment, and other related assigned equipment.

DUTIES - CONT’D

1. Service enquiries, breakdown call and repair for equipment:

• interface with customers via customers visit, telephone, email to provide quality product support.

continuously improve technical service backup system for prompt technical response.

• develop and support implementation of a system to generate automated service reports on site.

1. Complaint Handling:

• handle customer complaint and problems pertaining to service and repair work.
• file and document customer complaint according to procedure for audit trail.
• ensure customer’s requirements for on and off-site technical assistance are handled promptly and efficiently to provide first class service and superior level of customer satisfaction.

1. Service Training:

• identify internal training needs and make recommendations for cross-training plan of all STERIS equipment.
• ensure adequate levels of training, and adequate deployment of personnel.
• provide staff with experiences/assignments to enhance their strengths and improve their developmental needs. Complete all the talent acquisition, performance management and development plan processes in a timely manner.

1. Team Performance Assessment:

• manage team through effective performance management, assessing the skills and competency of all personnel, and providing coaching and development to improve efficiency and quality of service.
• motivate the field service team and keep them in good spirit by promoting a cohesive environment.
• develop and grow the individual, aligned with their strength and passion in the direction towards our common goals.

1. System Improvement:

• continuously establish and improve internal processes for efficient operation, sustainable and scalable service function.

1. Collaborate with factory BU, Quality team and technical support team for escalation process, product quality issue; and to ensure proper transfer of product and technical updates/knowledge to service team.
2. Build rapport and establish trust with Hospital Nursing Managers, Biomedical Engineers and Facilities Management Team.
3. Hire and train right talent.
4. Perform service administrative work and other duties as assigned.