The Technical Service Lead is responsible to build and lead the operational and technical capabilities required to support continued growth of the APAC region whilst also supporting the EMEA region.
Job Responsibilities:
- Provide Customer Support for Star Asia and ANZ
- Provide Distributor Technical Support and APAC and EMEA
- 3rd Party S & R Vendor Management
- Complete all planned Technical, Quality and Compliance training within the defined deadlines
- Perform complaints investigation following established procedures as required
- Plan and implement training as a saleable option. Deliver both online and classroom curriculum to Distributors and 3rd Party Vendors
- Support the sales, the marketing, the logistics and the quality department with technical issues
- Maintain effective procedures, records, transactional data and prepare reports
- Ensure compliance with all relevant company policies by internal team, contract, and 3rd party resources
- Build key relationships with the country service & repair leadership and technical support teams to leverage our network of expertise across the region
- Build key relationships within the global technical support business unit teams to address issues and learn about important changes that will impact the portfolio and support requirements
- Manage IQ, PQ and CMP activities for NPI and qualifications
- Manage S & R project related activities
- Spare parts forecasting and inventory management
- May be required as an extended team member within the Global Service Operations & Commercial Councils as an SME on a project specific basis from time to time
EDUCATION/TRAINING AND/OR EXPERIENCE:
- Bachelor's or Masters degree in Electronics / Electrical Technology or related fields, or equivalent work experience required for the role
- At least 8 years experience within Medical device industry
- Experience in servicing, training and reporting contract opportunities
- Managed portfolio contributing to business revenue growth
- Experience working across APAC region. EMEA experience advantageous to the role
- Proficient in MS Office applications (Word, Excel, PowerPoint)
- Knowledge of ISO 13485, 9001, 19011
