Sr Manager Dx Cts, Anz

**Location**
- Singapore, Central Singapore**Job Type**
- Full Time**Salary**
- $13,000 - $15,000 Per Month**Date Posted**
- 6 hours agoAdditional Details

**Job ID**
- 106824**Job Views**
- 2Roles & Responsibilities

The Sr Manager DX CTS, ANZ & SEAIK will be a key member of the Grifols Diagnostic Commercial Technical Service (DxCTS) organization, with the primary responsibility of providing high quality service and support to Grifols customers on all Grifols systems and instruments that fall within the accountability of the DxCTS function in the territory of Oceania, SE Asia, India & Korea. The role involves managing Grifols Technical Supervisors and their FSE/TAS teams that provide direct technical support to key customers, as well as oversee customer support in distributor managed countries through distributor technical support teams.

An important part of the role will be to oversee functioning of the Grifols internal and external training activities and Level 2 support functions in the region. A critical aspect of the role is to oversee & manage the training facilities at Melbourne and Singapore, to develop and execute on remote customer support functionalities, and ensure distributor compliance within the territory.

The Sr Manager DX CTS will be a leader, role model to associates within the Grifols Diagnostics organization.

Additionally, the position is responsible for relationships with external customers, ensuring DxCTS function in the territory complies with Grifols quality policies and processes, assisting with management of spares inventory and supplies in association with SCM, monitoring and tracking technical issues and follow-up with Global DxCTS / GRT and manufacturers on resolution of these.

Key activities:

- To lead and provide direction to the DxCTS Associates and team members
- To manage the Training Facilities in Melbourne and Singapore, through proactive leadership, participation, planning, scheduling and overall performance of trainers
- To provide customer service, including planning and participating in user meetings and key congresses as a key technical resource.
- Provide hands-on technical support where and when needed (fill in technical resource gaps when needed)
- To develop, train and comply with procedures and protocols:

- Compliance - Adhere to procedures and protocols outlined by the Grifols DxCTS organization and Grifols Diagnostic Solutions. Manage team compliance with GDS Quality systems. Oversee all training documentation. Responsible for collaborating with Global colleagues in creating and revising SOPs, work instructions, and forms. Provides input into technical bulletins and/or field service bulletins as necessary. Responsible for communicating new or revised documentation to internal team & customers as appropriate
- To Mentor and provide feedback on performance
- Administrative - Review daily schedule, vacation planning and approves expense reports, and travel requests. Identify and make recommendations for improvements to products, functions, and processes
- May perform other duties as assigned by management

Detailed responsbilities:

- Leadership - To lead and provide direction to DxCTS function in the territory, comprising of TAS and FSE team members, and with the overall responsibility of achieving customer and operational excellence.
- Manage and oversee day to day operations of the DxCTS function within the territory, through FSE & TAS supervisors and their teams.
- To provide and ensure high quality customer service in line with Grifols process and standards.
- Compliance - Adhere to procedures and protocols outlined by the Grifols DxCTS and Grifols Diagnostic Solutions.
- Manage team compliance with GDS Quality systems. Oversee all training documentation. Responsible for collaborating with Global and Country associates in creating and revising SOPs, work instructions, and forms. Provide input into technical bulletins and/or field service bulletins as necessary.
- Responsible for ensuring communication of new or revised documentation to internal team & customers as appropriate.
- Ensure team compliance to all internal training requirements as defined by Grifols DxCTS and Grifols Diagnostic Solutions.
- Mentoring - To mentor and provide feedback on performance.
- To provide counseling to technical associates in the areas of performance improvement and customer interactions. Manage the process of Technical Performance Assessments and feedback for DxCTS associates.
- Customer Service - Plan and participate in user meetings and key congresses as a key technical resource. Manage customer technical review process and scheduling. Collaborate with Supply Chain, Marketing and other functions to optimize customer order configuration and reagent utilization efficiencies.
- Manage planning of technical associates to respond to customer inquiries and complaints, actively participate in customer site evaluations, upgrade hardware, software or assay, perform training