Accountability 1:  Lead team to improve customer service experience

• Monitor and manage front of line service follow standard processes, and lead team to implement service improvement plan
• Lead team to implement and execute service improvement projects
• Collect and feedback product quality issue according to the criteria process to ensure the effectiveness of execution
• Regularly review and monitor front of line service performance, provide enhancement solutions
• Keep continues to provide support to obsolesce users to keep them on the air
• Monitor and manage service inventory, warranty replacement, repair process, etc. to shorten the lead time

Accountability 2:   Lead team to achieve sales through target and help customer hearing better

• Lead team achieve regional sales target
• Customer group segmentation with relevant business strategy, support team to promote with targeted customer
• Regular review with Install-Base team, to manage and follow up on potential customer, to increase sales conversion rate

Accountability 3: Explore business opportunities to expand market share

• Master and strengthen product knowledge study, be able to introduce to potential customers
• Lead team through activities and daily service, proactive expand the bilateral opportunities to increase penetration

Accountability 4:   Maintain the relationship with internal & external partners to expand branding influence

• Work closely with internal team to ensure the consistency of business development direction
• Maintain good relationship with rehab centers, identify and expand the scope of cooperation on business
• Cooperate with GA and sales team, seek, influence and promote sales opportunities with local DPF on expand funding to support upgrade business

Accountability 5:   Monitoring and guidance with regional related services

• Monitor and guide filed service staff implement and execution daily services
• Understand the overall service situation in the region, analysis KPIs, service performance by monthly, find out the gaps and lead team to improve
• Establish a quarterly meeting of cross functional team, to have alignment on customer experience, business, how to achieve, required support, opportunities and challenges
•  

Accountability 6:   Team capability and management

• Understanding the required capabilities and the gaps, lead to meet the requirements of the job responsibilities
• Demonstrate and support team to better understand and implement HEAR behavior
• According to the business development demand for training requirement
• Regularly 1 on 1 review with team member

Key Incumbent requirements:

Minimum:

· 3 years experience on directly provide services to customer

· 1-2 years working experience in medical device or related industry

· 1-2 years experience on team management

· Demonstrate ability to communicate effectively with customers

· Able to work a flexible schedule to meet the needs of the service business

· Able to travel frequently

· Knowledge and detail experience required: Good Chinese writing, MS office capability, good communication skills, open and collaboration

Ideal:

· Good English on reading and writing

· Ability to multitask, prioritize work efficiently and work independently