求人内容
Position Summary
This key managerial position is responsible for overseeing all field activities relating to Customer Experience & Services in connection with the installation, maintenance, and ongoing support of company products. Services account for about 20% of the company's revenue. We are seeking a seasoned professional who has the ability to manage daily service operations, communicate the value of services, and try to make sustainable differentiation to support continued market growth. As a strategic leader, you will lead the development and delivery of all service programs and initiatives applicable to the Korean region and will collaborate closely with colleagues from other departments. Essential areas of responsibility include people development, goal creation, change management, and ownership of results.
Roles and Responsibilities
This position has responsibility and authority for:
- Ensuring that the service team is contributing to the best possible patient safety and procedure outcome, exceeding customer expectations, and maintaining customer satisfaction to the highest possible level
- Managing day-to-day service-related business, including call management, call escalation, resource dispatch, problem accounts, and establishment of priorities
- Ensuring service activities are performed and implemented per service contract and warranty obligations
- Recruiting, training, and supervising Field Service Engineers as a people manager
- Driving timely resolution of field service issues and closure of customer communications
- Monitoring staffing requirements to ensure proper resources are in place to effectively support and resolve Field Service issues
- Working closely with the Commercial teams and other Intuitive departments to ensure customer expectations are met
- Driving improvements and change management in service processes and efficiencies
- Leading projects identified by Intuitive Management and driving them to successful completion
- Monitoring and regularly reporting to ISI required service metrics
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