Field Service Support Engineer, Apac Distributor

Cynosure is well positioned competitively to lead and transform the medical aesthetics industry. We are guided by our belief that this is a purpose-driven business, which improves patient’s lives and improves practitioner’s livelihoods.
- We are passionate about driving a healthy and growing medical aesthetics industry with leading-edge marketing which inspires consumers to engage in medical aesthetics.
- We are the leader in science-based technology which elevates the standard of care for consumers.
- We are relentlessly focused on being the undisputed innovation leader, addressing the growing demand for consumer treatments across all demographics.
- We are committed to building and strengthening our unmatched global footprint, with direct employees on five continents and in 15 countries and growing, and distributor partners serving over 130 countries.
- We put our people first and believe personal development drives business development.
- We love our customers and strive give them the leading-edge technology, service, marketing support and clinical education to improve their patient’s outcomes and to improve their livelihoods.

At Cynosure, we look for people who make an impact and encourage everyone to lead, create, and add value. In turn, we invest in our team to grow people’s careers and build upon our high-performance and culture-oriented organization. We work together as one team, winning together.
As we grow our global team, there is no better time to join us. As a market leader in medical aesthetics, Cynosure has over 25 years developing, manufacturing, and marketing products for dermatologists, plastic surgeons, medical spas, and healthcare practitioners. With the aesthetic industry’s most comprehensive product portfolio, our offerings span several categories including skin revitalization, body contouring, hair removal, and women’s health.
Our mission is to set Cynosure customers up for success shaping future leaders of the aesthetics industry and helping everyone who uses our technologies discover their version of beautiful.

ROLE PURPOSE

The Field Service Support Manager - APAC (Distributor) Markets performs service support activities to Cynosure distributors and partners in the APAC distributor markets.
- Provide a high level of service support to APAC distributors and partners on the installation, repair, service, maintenance, or enhancement of hardware and/or software products.
- Remotely guide APAC distributors and partners on how to service, conduct software upgrades, repairs on devices.
- Support APAC distributors and partners on site should there be a need to for Installation, Repair or enhancement of hardware or software.
- Build strong alliances with market leaders and collaborate with regional internal and external stakeholders.
- Support the input/ integration of data through Cynoforce by working with APAC distributors and partners to obtain install, complaints, WPO, service call data on a regular basis.
- The role will focus approx. 75% of its time to provide service support activities remotely from the office; 25% of its time the role may need to be onsite with Customers, distributors or partners.

ROLE RESPONSIBILITIES

And any other duties as assigned.

**Strategic**:

- Build strong connectivity with regional / local Service, Sales, Clinical and Marketing Teams to help deliver Service Excellence & profitable growth.
- Execute the regional service strategy & plan in close cooperation with service leadership and key market stakeholders in APAC (Distributor) markets.
- Partner with key stakeholders on building and maintaining service excellence in APAC (Distributor) markets (ex-resolution time, fix time, first time fix rates etc) though excellence in service support.

**Operational**:

- Provide on-site technical support should there be a need upon request of APAC distributor or partner for customer repairs, workshops and/or shows.
- Maintain service complaint and WPO data of APAC distributors and partners in Cynoforce by obtaining regular updates from them and working with the commercial operations team enabling warranty complaints metrics.
- Provide guidance and support on service agreements, warranty claims to APAC distributors and partners.
- Support commercial admins should there be a need in identifying parts or components for APAC distributor orders and warranty complaints.
- Continually develop, exercise and maintain excellent customer relations skills with a service excellence mindset.
- Continually develop knowledge on company, product and technology Knowledge.

**People & Leadership**:

- Creates and executes relevant plans for change for APAC distributor markets improvement of service excellence.
- Role models and educate key APAC distributor service leaders as appropriate to drive correct service processes to enable service excellence.
- Develop and guides APAC distributor teams to be confident and competent in providing service excellence as the organizat