Location: Hangzhou
Salary: salary negotiable
Industry: Life Science
Function: Supply Chain

Company Overview


Job Description

Accountability 1: Lead team to improve customer service experience
• Monitor and manage front of line service follow standard processes, and lead team to implement service improvement plan
• Lead team to implement and execute service improvement projects
• Collect and feedback product quality issue according to the criteria process to ensure the effectiveness of execution
• Regularly review and monitor front of line service performance, provide enhancement solutions
• Keep continues to provide support to obsolesce users to keep them on the air
• Monitor and manage service inventory, warranty replacement, repair process, etc. to shorten the lead time

Accountability 2: Lead team to achieve sales through target and help customer hearing better
• Lead team achieve regional sales target
• Customer group segmentation with relevant business strategy, support team to promote with targeted customer
• Regular review with Install-Base team, to manage and follow up on potential customer, to increase sales conversion rate

Accountability 3: Explore business opportunities to expand market share
• Master and strengthen product knowledge study, be able to introduce to potential customers
• Lead team through activities and daily service, proactive expand the bilateral opportunities to increase penetration

Accountability 4: Maintain the relationship with internal & external partners to expand branding influence
• Work closely with internal team to ensure the consistency of business development direction
• Maintain good relationship with rehab centers, identify and expand the scope of cooperation on business
• Cooperate with GA and sales team, seek, influence and promote sales opportunities with local DPF on expand funding to support upgrade business

Accountability 5: Monitoring and guidance with regional related services
• Monitor and guide filed service staff implement and execution daily services
• Understand the overall service situation in the region, analysis KPIs, service performance by monthly, find out the gaps and lead team to improve
• Establish a quarterly meeting of cross functional team, to have alignment on customer experience, business, how to achieve, required support, opportunities and challenges

Accountability 6: Team capability and management
• Understanding the required capabilities and the gaps, lead to meet the requirements of the job responsibilities
• Demonstrate and support team to better understand and implement HEAR behavior
• According to the business development demand for training requirement
• Regularly 1 on 1 review with team member

Team Role (Individual contributor):
• Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g. audit) when appropriately trained to undertake these responsibilities.
• Contribute ideas on systems and process methods to improve deliverables.
• Work safely, complying with all safety procedures, rules and instructions; and reporting workplace hazards, incidents or injuries to manager.
Key Incumbent requirements:

• 3 years experience on directly provide services to customer
• 1-2 years working experience in medical device or related industry
• 1-2 years experience on team management
• Demonstrate ability to communicate effectively with customers
• Able to work a flexible schedule to meet the needs of the service business
• Able to travel frequently
• Knowledge and detail experience required: Good Chinese writing, MS office capability, good communication skills, open and collaboration

• Good English on reading and writing
• Ability to multitask, prioritize work efficiently and work independently

Job reference: 16895

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