Cusomter Service Manager - ASEAN EAST

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For more than 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. 

bioMérieux is present in 45 countries and employs nearly 14,000 people. In Asia Pacific, we have more than 1100 employees with presence in 10 countries.

Come and join a French family-owned global company with a long-term vision, and a human-centered culture. 

Summary & Overview

As one of the managers of Asean East, you will be responsible for the effective operation of the Technical Solutions department.  You will motivate and lead the Field Service Engineering (SE) and Application Support (AS) teams to ensure optimal hardware and reagent performance and correct use of bMx products.

Additionally, as part of customer service representative, you are required to work collaboratively with the Asean Customer Service group, to transform the current Service approach to a revenue generation business unit, viz:

1. Management of Philippines AS and FSE team with direct reports.

2. Supporting distributor FSE team in Guam and Micronesia to support our customers for training, installations, preventive maintenance, troubleshooting etc.

3. Responsible to achieve Asean East region service revenue, being in charge of the following :

• support and deploy the Service Strategy that is put in place by the ASEAN cluster, pushing it locally at distributor level or direct customers depending on the market.
• contribute to the distribution management for Service
• to support local teams implementing services and setting up the right actions to achieve the goals.

4. Redefine and implement PH direct customer service workflow and processes, working closely and provide direction to customer service support executive :    

• to deploy FSE/AS efficiently and effectively according to the service contract level subscribed by the customer
• to establish traceability of technical complaints through CRM 
• to ensure proper follow through of  service quotation and contracts renewal
• to be involved in service contract negotiation together with local sales representative

 Main Accountabilities:

• Correct functioning of the instrument installed base and demo equipment
• Establishing targets for effective utilization of bioMérieux systems and reagents and leading the AS team to meet these targets.
• The maintenance of appropriate technical knowledge across the SE and AS teams and the continuous improvement of support and training practices
• Timely and efficient co-ordination of instrument installations, customer training and evaluations
• Providing timely response to customer needs for engineering and application support, so as to maintain and enhance the customer service image of bioMérieux
• Control of spare parts inventory nationally
• Achieving revenue targets for maintenance and reagent consumption
• Team leadership (recruitment, retention, engagement, appraisal, training & development, mentoring, motivation etc).
• Respecting the operational expenses budget & overall profit for the team and the whole company.
• Responsibility for ensuring Environment Health & Safety levels are exceeded and responsible for the safety of the team.
• Provide service business support to Asean East and providing suggestions to ASAPC Customer Service.
• Address technical and parts pricing matters for Asean East.
• Raise the technical, business and service quality performance of the support staff in the Asean East region including that of distributors
• Manage and lead the Philippines service depot, achieving the service revenue targets, quality and compliance to ISO and GDPMDS.

 Requirements

• Relevant tertiary qualification (e.g. BSc in Engineering, Science, Electrical/Mechanical Engineering etc)
• Minimum 3-5 years’ Management experience 
• Strong leadership, influencing and proven ability to collaborate with multiple stakeholders in a matrix and multicultural environment
• Strong ability to deal with ambiguity and multi-task
• Solutions-oriented with good communication/presentation skills

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.