[Hiring] Senior Manager, Service Business @Olympus Corporation of the Americas

Role Description

The primary goal is to concentrate on the Service Brand, adopting a strategic approach to achieve improved financial outcomes through Customer Satisfaction and delivering an appropriate value proposition for the target market segment. This will be achieved by conducting a clear potential assessment and implementing actions to enhance customer acceptance, thereby increasing market share. The strategy involves segmentation and promoting the Service Brand, creating differentiation through value propositions, and managing the Field Team to align with the value proposition.

Job Duties

• Field Service Operations
  • Manage the Field Service leaders to cascade the actions to achieve customer satisfaction levels aligned with the strategies.
  • Lead the initiatives to deploy the service strategies in the countries in partnership with commercial leaders and direct with Service Business Supervisors and Coordinators.
  • Prepare management reports for the board of directors and presentations on technical activities for discussion at management meetings.
• Market Analysis
  • Implement a data-driven approach to building a marketing strategy.
  • Conduct continuous surveillance of the market and competitive landscape to assess and make recommendations for future product/service needs to help achieve business goals.
  • Define new market opportunities and boost current ones with compelling business cases for expanding market presence.
  • Own Customer Satisfaction program using insights to create action around improving the experience customers have with the Service brand and through field service team spreading the customer-centric organization culture.
• Service Sales
  • Manage the Service Business Supervisors/coordinators to cascade the service strategy into actions to achieve the expected business growth.
  • Regularly focus on metrics like ‘gross margin by contract category' (finance data) and equipment attach rate' (sales data) to determine prioritization of messages and campaigns.
• P&L Management for Service BU
  • Provide support to sales teams in the fulfilment of their responsibilities with customers, performance results, professional qualification, and adherence to organizational standards and procedures by means of planning and follow-up meetings, training, and supervision of the activities performed.
• Service Brand
  • Act as lead steward for the Service brand.
  • Articulate the brand promise and value proposition in a meaningful and compelling way through development of an arsenal of collateral and case studies.
  • Develop and deliver expert-level customer presentations on the clinical and financial advantages of leveraging OEM Service.
  • Develop and manage Annual Marketing Plan including KGIs, KPIs, customer segmentations according to brand strategies and goals.

Qualifications

• Bachelor's degree required in Business Administration, Marketing, or Engineering.
• 10+ years of experience in medical product Sales management, B2C Sales, Tender, and Regulatory Agencies required.
• 7+ years of successful demonstrated experience working on business functions required Leadership.
• English – fluent writing and speaking.
• Spanish – proficient writing and speaking.
• Portuguese – proficient writing and speaking.
• Office 365 tools – proficient user.

Requirements

• Around 60% domestic and international travel.
• Will collaborate regional and global and will be required to attend meetings in different time frames (US - LA - EU - JP).

Benefits

• Competitive salary, annual bonus.
• Comprehensive medical, dental, and life coverage.
• 15 paid holidays.
• A workplace culture that supports an employee-centered mindset.
• Paid volunteering and charitable donation/matching programs.
• Dedicated training resources and learning & development programs.
• Paid educational assistance.