Medical Service Manager

• World Leading Optic Company
• Medical Portfolio
• Diagnostic & Surgical devices with associated medical software

ZEISS is an internationally renowned Optical and Opto-electronic business with a clear strategy and vision to further develop the Australian & New Zealand business. With a proud history built on 178 years of technical innovation and significant annual R&D investment, we are one of the world’s leading suppliers of medical devices in the fields of Ophthalmology and Microsurgery.

We are seeking a national Medical Service Manager to oversee the planning, supporting and direction of our technical service and support activities within our Medical Technology business. The aim of this role is to maximise customer satisfaction and success via technical support in an efficient and sustainable way. Reporting to the Head of Medical, Medical Technology, the successful candidate will have a proven capacity to proactively analyse, determine and deploy processes, offerings and frameworks that support instrument uptime and optimal team operation. Further, they will be accomplished in the areas of strategic business development and business management and will have demonstrated proficiency in managing P&L responsibilities.

You will lead a team of 40 staff including a regional service manager who are responsible to lead day to day operational management of our field and remote service engineering team. In addition, you will be responsible for the Service Administration team which is led by the Customer Service Manager. The Medical Service teams support the complete medical portfolio of diagnostic & surgical equipment and associated software within Ophthalmology, Neurosurgery, ENT, Plastics & Reconstruction, Dental, Optometry and Intraoperative Radiotherapy markets. You will report directly to the Head of Medical and interface with all functions of the organisation including global counterparts.

The key responsibilities for this position include but are not limited to:

• Lead, support and develop the regional service management team responsible for the service operation of the Medical Division
• Lead, support and develop the Customer Service Manager responsible for the Service Administration operation of the Medical Division
• Regularly review all service operations and determine actions to increase effectiveness in service efficiency, accuracy and optimal customer communication
• Together with the Logistics Manager, determine and manage all service inventory including spare parts, loan units and tools
• With support from the Finance division, conduct financial analysis of service business performance and implement customer centric changes to drive greater profitability
• Regularly review and analyse profitability of service product offerings taking into account COG’s, attractiveness of opportunities, operational requirements, spare parts, loan stock, tooling, warranty repairs, etc
• With the Head of Medical Technology, create service budgets, forecasting and controlling annual service revenue and expenditure
• With the Head of Medical Technology, develop service agreement business strategies resulting in sustainable growth of installed base service agreement coverage (%)
• Regularly contact customers to gather feedback and to promote our service offerings, capability and brand. Work with the sales team to promote the value proposition of service and customer support in specific sales opportunities
• Develop, coordinate and execute training plans and staff development to support servicing of installed base and new instrument release
• Manage customer escalations and second level support with appropriate regional and global colleagues
• Align with the corporate service organisations to execute global service strategies and develop local implementation measures

The key skills required for this role include:

• At least five years’ experience of managing technical service or technical operations in a similar role
• Strong leadership skills with extensive experience in personnel management including recruitment, performance appraisals and staff development
• Well-developed financial, operational, analytical, process improvement and budget management skills
• Highly developed interpersonal, communication, negotiation, analytical and problem-solving skills
• Extensive knowledge and experience in tendering, contract preparation and documentation
• Knowledge and experience in asset management systems and practices
• Exceptional customer service orientation
• The ability to work under pressure with accuracy, clear and focused problem solving and decision making skills, enabling quick and accurate resolution of issues
• Advanced computer application skills (including word, excel, access and specialised software)
• Understanding of key technologies and market requirements in academia and industry

What’s great about working at ZEISS

• Hybrid working options available
• Competitive salary and bonus scheme
• Discounted lenses and other products
• New office location, close to public transport and onsite parking
• Supportive, family friendly working environment
• Work at ZEISS and leave your mark in this world. With us, you can push technological boundaries, shape markets and contribute to the advancement of society.

To be successful in this role, ideally you should have a background in service management and medical equipment and software.  Strong leadership, problem solving, multitasking and time management skills will be key competencies within the role. Strong written and verbal communication skills coupled with proven ability to engage a direct team will set you aside from other candidates. In return, you will be rewarded with an attractive salary package that includes a vehicle allowance & annual bonus reward. In this role, you will experience a variety of challenges where no two days are the same, within a collaborative workspace that expects high performance and drives innovation.

Your ZEISS Recruiting Team: