Service Mgr

• Ensuring that the highest standard of Technical Service is maintained and improved on throughout the Hong Kong and Macau Region.
• Lead and manage the service operations, to meet organizational, financial and management objectives.Meet the objectives set out in the Bio-Rad Mission and Quality Statement
• Develop tools and processes to meet the needs and exceed expectations of our external and internal customers.

• Manage the Hong Kong region Service business and individual performance.
• Lead, motivate and empower the service team to meet agreed annual targets and objectives, ensuring
• service team have the appropriate competencies to perform their tasks effectively.
• Ensure that all Service Engineers are competent to repair equipment through training and updates on technical information.
• Prepare Individual Development plan for all staff and ensure an effective succession plan is in place.
• Promote and adopt new strategies for innovation, cost reduction and performance excellence.
• Establish and maintain effective communication throughout the Pacific Rim team.

• Prepare and manage budget & expense plan.
• Ensure plan for Service Sales and contribution margins are achieved based on given yearly targets.
• Review and maintain correct inventory of spare parts to reflect demand. Ensure inventory accuracy is maintained across region.

• Manage Service processes for PM, QC, Parts and mandatory upgrades to comply with USFDA and Regional Regulatory Authority audit requirements and Hong Kong Quality Management System.
• Establish and monitor SLA’s with key accounts and review KPI’s with key stake holders
• Ensure timely dispatch and completion of Work Orders in SMax,
• FSE response (within specified SLA)
• Work orders completion (labor /parts) by engineers within 7 working days.
• Complete billing reviews of all completed work orders.
• Ensure invoicing in SAP system monthly.
• Ensure all measurement Tools used by Engineers are calibrated by accredited organizations. Tools out of calibration date must be removed and put into a quarantine location.
• Establish Training / Skill matrix of engineers, develop systematic plan to improve competencies and prepare plan to fill gaps in training.
• Manage open & escalated Work Orders on a weekly basis.
• Establish and maintain detailed PM schedule and install procedures to ensure consistent quality.
• Ensure all Service contracts, Entitlements, PM Schedule are maintained in the SMax system.
• Commit to and ensure that all staff adhere to the Bio-Rad quality manual and ISO procedures and meet audit requirements.

• Visit customers for repair and maintenance services of Key products.
• Attend Service training for specialist products and provide field support to engineers in technical troubleshooting.
• Establish a communication framework whereby issues dealt with by the TSG are fed back to other stakeholders.

• Applicable business or science qualification and / or equivalent experience
• Exposure to and /or experience in Bio-Medical, Life Science and /or Clinical Diagnostics’ Industry
• Minimum of 5 years’ experience in leading a team of Field Service Engineers and/or management of a small business unit.
• Excellent spoken and written English.
• Excellent interpersonal and communication skills
• Proven customer relationship skills and problem-solving ability.
• Demonstrated initiative with strong and proactive approach to getting things done, results orientated.
• Conflict resolution skills and strong team orientation
• Effective time management, prioritizing, planning, and organizing skills.
• High level of skills in computer literacy and software usage (SFDC)

Bio-Rad