Senior Manager, Sea Service

**Careers that Change Lives**

Bold thinking. Bolder actions. We are Medtronic.

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.

In everything we do, we are engineering the extraordinary.

**A Day in the Life**

**Senior Manager Southest Asia Service & Repair**

This role will have full operational and shared commercial responsibilities across the SEA S&R landscape.

This role will primarily be responsible to deliver best in class service & repair, operational performance, service commercialization opportunities and customer experience. The role will develop S&R capabilities into a competitive advantage which differentiates Medtronic in the eyes of our customers to make S&R a strong reason to buy from Medtronic.

The SEA S&R leader will be responsible to integrate and build a high performing organisation of ~42 employees serving all OUs across field service, depot service and technical support. The role will also partner closely with the SEA service commercialization team across SEA.

The role will further develop and deliver on a transformation roadmap for S&R for SEA, standardizing process and technology and developing new operating models to deliver superior service, cost, and quality outcomes. The role will partner closely with commercial and therapy leaders in SEA, as well as our distributors, to complement commercial strategies, whilst defining and operationalizing the service commercial blueprint to ensure sustainable, profitable revenue growth for the business.

**Main Job Duties**:

- Delivers on the operational and financial objectives of the SEA S&R business.
- Develop and implement strategy to provide best in class customer experience, operational performance, employee productivity, and the service commercialization efforts in SEA Service & Repair.
- Responsible for leading a pan-MDT field service team, depot repair team, technical support, and service coordinator teams - approx. 42 people. This role will also have strong commercial partnership and collaboration with the service commercialization team based in SEA.
- Develop and lead a high performing culture and organisation which delivers superior service, cost, and quality outcomes for our customers.
- Establish standard service delivery and commercial metrics, operating mechanisms, and service level agreements across all Operating Units to ensure consistent and excellent service levels for Medtronic customers.
- Establish a clear and aggressive service commercialization strategy in partnership with the commercial and therapy leadership and SEA service commercialization team. Define key success factors, with clear roles and responsibilities across the various teams, to ensure consistent service revenue growth and profitability.
- Play a leading role in identifying and operationalizing new service technologies (e.g. remote service, XR) aimed at improving operational efficiency and customer experience, whilst providing a differentiating factor to increase service contract penetration.
- Drive innovation / operational excellence to improve productivity across all teams, such as AI automation, promote MOS (Medtronic Operating System) and COS (Cell operating system) to service & repair operations
- Drive process excellence across all teams; implement best practices and process standardization across the service delivery and service commercial landscapes
- Collaboratively work with the APAC S&R leadership team to share and implement best practices in SEA.
- Continuously determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; benchmarking best practices; analyzing

**Skills and Attributes**:

- High levels of integrity and compliance
- Strong customer focus
- Strong focus on strategic thinking and details for execution
- Excellent interpersonal skills. Able to communicate effectively at different levels of hierarchy internally and externally.
- Excellent stakeholder management skills: Ability to work effectively in a global matrix organization across geographic and functional boundaries.
- Strong team management, talent development and coaching skills
- Strong change management skills
- Strong commercial awareness and sound business and commercial acumen
- Demonstrates initiative and innovation to generate ideas and solutions in different situations
- Can work autonomously but is also a team player
- Results orientated - Self-