Service Manager

hace 2 semanas

Barcelona, España Zimmer Biomet A tiempo completo

-Requisition Number
EMEA10815
Employment Type
Full-time
Location
Barcelona

**What Is It Like To Work at Zimmer Biomet**:
At **Zimmer Biomet**, we believe in **The Power of Us**, which means that we are stronger together. We are committed to creating an environment where every team member feels included, respected, empowered, and celebrated.

**Zimmer Biomet Offers You An Exciting Position With Good Career Prospects in a Fast-growing International Business, And a Competitive Remuneration Package**
- Possibility to grow, develop, and be promoted within a Team
- Friendly, warm and creative atmosphere
- Healthy, inspiring, and international work environment
- Ongoing coaching and talent development
- Access to future career opportunities
- Hybrid work model
- Competitive reward packages
- Annual bonus
- Social and CSR events
- Wellbeing initiatives

**What You Can Expect**:
Service is an essential part of the after sales program within Zimmer Biomet. The Service Manager is responsible for the Country Service Department managing service level agreements and ensuring services meet the business need. The Service Manager manages Service Department team members, measure and analyze work performances, proposes improvements to processes, including customer service interaction (complaints and requests). The Service Manager is responsible for Service Department P&LRele.

**How You Create Impact**:

- Team Management: Manage a team of Field Service Engineer and Afters Sales Customer Service on a daily basis. Being responsible to set up goals and evaluate team performances - KPI's.
- Equipment Maintenance: Develop and implement maintenance programs to keep Company Equipment in optimal working condition. This involves scheduling routine inspections, servicing, and repairs.
- Customer Support: Collaborate with healthcare professionals, administrators, and other stakeholders to understand their needs and provide excellent customer support for Company Equipment service-related inquiries.
- Budgeting and Cost Control: Develop and manage the service department's budget. Implement cost-saving measures while ensuring the quality of service is not compromised.
- Quality Improvement: Continuously assess the service department's performance and identify areas for improvement in terms of efficiency, customer satisfaction, and technical expertise.
- Customer Experience: Manage customer feedback and communicate valuable insights to relevant internal members. Advocate for customer needs, providing valuable input to improve products and services.
- Documentation: Responsible for maintaining comprehensive records of Company Equipment maintenance, repairs, and service history. This information is valuable for audits, compliance, and budgeting purposes.
- Inventory Management: Responsible for maintaining an inventory of spare parts, tools, and other resources necessary for Company Equipment repair. Ensure the availability of critical components to minimize downtime.
- Training and Product Education: Maintain the team up-to-date with product knowledge, technological advancements, and industry trends to better assist customers. Organize and supervise product training for customers when required.
- Warranty and Service Agreements: Manage warranty claims and service agreements for customers, ensuring adherence to company policies and procedures.
- Customer Retention: Develop and maintain positive relationships with customers to promote loyalty and repeat business. Proactively reach out to customers to gauge satisfaction and identify potential issues.
- Continuous Improvement: Drive the team to identify opportunities for process improvement, contributing to an efficient and effective customer service department. Create development plan for the team members.
- Risk Management: Develop strategies to mitigate risks associated with Company Equipment malfunction, ensuring patient safety and regulatory compliance.

**What Will Make You Stand Out**:

- Bachelor's degree in a relevant field (e.g. Business Administration, Operations Management, Biomedical Engineering) or equivalent work experience.
- Strong Knowledge of repair processes, quality control, and compliance requirements.
- Proven work experience in Service Engineer and Customer Service management, preferably in the medical device or healthcare industry.
- Excellent communication, problem solving capabilities and interpersonal skills to effectively collaborate with internal stakeholders and external customers.
- Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters.
- Demonstrated ability to work indipendently as well as being a strong leader, overseeing an entire department.
- Knowledge of medical devices, particularly orthopedic or related equipment, is advantageous.

**What Will Make You Successful**:

- Relevant medical device experience and managing a field based team
- Flexibility
- Resilience
- Problem solving capability
- Service Level Managem

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