FLC Cardio

5 days ago

Singapore HILL-ROM SERVICES PTE. LTD. Full time
Portfolio:
  • Patient Support Systems (PSS)

Role Summary:
  • The Greater Asia Technical Services PSS Lead will be regional point of contact for all technical escalations, technical trainings, Technical compliance and technical readiness for NPI.
  • This is a high-profile role and will be responsible for driving Service Revenue, ensuring the local Technical Service teams are able to provide world class support to this product group. This role will be working closely with Asia and Global TS leadership & Engineering teams & report into Greater Asia TS Leader.

Essential Duties & Responsibilities:
Drive Service Revenue together with country teams & provide support to the local Technical Services teams in the Asia region for PSS Devices. Duties to include, but not limited to:
Technical Escalation:
  • Be the point of escalation for technical issues in Asia and ensuring communication flows both to/ from the local countries to global teams, including tools, calibration & device specific requirements for on time service.
  • As a Level-2 technical expert, extend support to countries either directly or through system support or local community. Short-circuit to local Commercial point of contact once the escalation requires both Technical / Commercial involvement.
  • Become a liaison between the Asia Technical Services Department and the manufacturers of the products through the Global Service Teams. Explore solutions with other regions (GEM) for solutions & best practice sharing
  • Work closely with country TS teams to review trends and derive insights for improvement in KPI and driving on-time escalations. Be the owner of applicable KPI for PSS devices across Asia & proactively promote best practice sharing within countries.
  • Consolidate/deep-dive for escalation at regional level, lead and communicate regularly with country TS teams to ensure timely flow information related to technical updates, Field Actions, TSB, EOS.
  • Ensure all processes are in place and being followed by country TS teams for on-time escalations & driving key metrics with country teams to achieve customer satisfaction
  • Support distributor management & ensure countries have appropriate support for their product lines. Support bench repair activities (where applicable) including onsite support-troubleshooting, escalation support, new setups & liaise with global teams for setting up, installation/calibration & implementation activities.

Technical Training:
  • Continuing education receives information/education from Global Service department through regular communication - emails, periodic conference calls through a regular attendance.
  • Be the Regional Master trainer; conduct training for country trainer/s. Ensure availability of local trainers in countries, including Distributor markets and ensure timely training/ re-certification of technical resources in countries.
  • Be a joint decision maker on selecting right candidates for country trainers together with local country leadership &