Technical Services Manager

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward.

As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world.

To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards.

We are committed to creating an environment where every team member feels included, respected, empowered and recognised.

What You Can Expect

Service is an essential part of the capital sales program within Zimmer Biomet.

The After Sales Service Manager is the central point of contact for all service-related events and this position is responsible for ensuring that customers receive outstanding support and assistance after purchasing a product or service.

This includes resolving any issues, addressing concerns, and providing ongoing assistance to ensure customer satisfaction and loyalty.

The after-sales service manager plays a crucial role in maintaining positive relationships with customers, enhancing the company\'s reputation, and maximizing revenue through repeat business and referrals.

They also contribute to the overall success of the organization by identifying opportunities for improvement and implementing strategies to enhance the after-sales service experience.

• How You\'ll Create Impact
• Leading the local After-Sales Customer Service team and Field Service Engineers and overseeing their operations, including customer support, maintenance and repairs to ensure delivery high-quality service.
• Developing and implementing service strategies to enhance customer satisfaction, loyalty, and retention.
• Managing service schedules, appointments, and work orders to meet customer needs and maximize efficiency.
• Monitoring service performance metrics, such as response times, resolution rates, and customer feedback.
• Handling escalated customer issues and resolving disputes in a timely and satisfactory manner.
• Collaborating with other departments, such as sales, marketing and quality, to address customer concerns and improve service offerings.
• Providing guidance to staff on product specifications, troubleshooting, and service procedures.
• Conduct regular training sessions to ensure team members are equipped with the necessary skills and knowledge to deliver exceptional service.
• Ensuring compliance with company policies, safety regulations, and industry standards.
• Managing service budgets, expenses, and resources effectively to achieve departmental goals.
• Reporting to senior management on service performance, trends, and opportunities for improvement.
• Engage team members into continuous improvement efforts, providing necessary feedback on ideas and taking part the implementation approval process

This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions”

Education / Experience Requirements

• What Makes You Stand Out
• Strong understanding of repair service processes, quality control, compliance requirements and awareness of industry standards.
• Strong leadership and team management skills to lead and motivate a service team.
• Empathy and patience to handle customer complaints and concerns with professionalism and understanding
• Excellent communication, problem solving capabilities and interpersonal skills to effectively collaborate with internal teams and external customers.
• Analytical skills to assess service performance metrics and identify areas for improvement and ability to work independently and collaboratively in a team-oriented environment.
• Adaptability and flexibility to handle changing customer needs and business requirements.
• Customer-centric mindset with a focus on delivering exceptional service and building long-term relationships with customers.
• Attention to details: Commitment to accuracy and thoroughness in handling customer inquiries, processing orders, and documenting service activities.

Excellent communication skills: Ability to effectively communicate with customers, team members, and other stakeholders, both verbally and in writing.

• Time Management Skills: Ability to prioritize tasks, manage workload efficiently, and meet service deadlines without compromising quality.
• Attention to details: Commitment to accuracy and thoroughness in handling customer inquiries, processing orders, and documenting service activities.
• Continuous improvement: Commitment to ongoing learning and development, and to seeking opportunities to enhance service processes, skills, and knowledge.
• Your Background
• Bachelor\'s or Master\'s degree in a relevant field (e. g. Business Administration, Operations Management) or equivalent work experience
• Knowledge of medical devices, particularly orthopedic or related equipment, is advantageous.
• Good command of English both verbal and written and further languages of advantage.
• Years of experience in Team management and in Technical role
• High level of english
• Travel Expectations up to 15%
• EOE/M/F/Vet/Disability
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