Territory Operations Manager

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Accuray develops, manufactures and sells radiotherapy systems for alternative cancer treatments. Our radiation therapy for cancer makes treatment shorter, safer, personalized and more effective, ultimately enabling patients to live longer, better lives.

Job Description

Territory Operations Manager - India & Subcontinent

SUMMARY:

The Territory Operations Manager is responsible for leading and coordinating multiple Operations functions in the Territory and supporting the development and execution of policies, plans and programs to meet anticipated organizational needs under applicable regulatory requirements.

Cooperating with the Territory managers and the Director of Field Service - APAC & China, this individual will achieve success by providing leadership, alignment and mentoring across the diverse Operations teams in the Territory. (i.e. Project Management, Service Delivery, Service Support, Clinical Training & Education, …)

This position will require a high degree of independence and initiative to embody the unified vision of APAC Operations, skillfully integrated within the unique cultural and market specificities of the Territory.

REPORTING TO/DEPARTMENT:

This position reports to the Director of Field Service - APAC & China

ESSENTIAL DUTIES AND RESPONSIBILITIES:

LEADERSHIP & MANAGEMENT

• Participate to the development and lead the execution of the customer support strategy in the Territory to maximize long-term installed base customer loyalty, creating a “Best-in-Class” organisation and/or Distributors network focusing on Customer satisfaction for our current and future Installed Base.
• Lead highly effective teams including organizational development. Recruit, develop and coach functional leaders while providing common directions to the Operations employees in the Territory.
• Promote employee learning & development and succession planning methodologies resulting in committed, loyal and high performing organization.
• Coordinate with his/her teams and TSM - S&W the selection and continuous evaluation of Distributors (including transitions from one Distributor to another).
• Develop and implement a long-term Customer & Distributor fulfillment strategy; assist in building the future organization structure in the Territory; embed a (internal and external) Customer-oriented perspective and approach across all functional areas of the business.
• Foster a culture of trust and build a valued, credible, positive and collaborative relationship with the APAC regional Operations leaders and regional functions Heads.
• Partner with the Business Management & Development and Marketing teams in the Territory to build a collaborative, Customer-focused relationship with our Customers and Distributors to meet Systems and Upgrades sales and profitability objectives in the Territory.
• Develop and drive a work culture committed to safety, compliance and quality in alignment with Accuray Quality Management System while promoting Health and Safety programs.

OPERATIONAL ACCOUNTABILITIES

• Collaborate with the Director of Field Service - APAC & China and Global functional leaders to establish operating and capital budgets for his/her team. Drive continuous improvement initiatives to improve overall financial and operational performance in the Territory.
• Secure service revenues (including service contracts, installations, training and spare parts sales) and profitability. Coordinate with regional Operations management to ensure smooth implementation and utilization of our products.
• Collaborate with the territory managers to drive Service performance in Territory, setting and improving processes, while ensuring compliance. Validate Distributor Service capabilities and strengths prior to enrollment. Evaluate and implement changes in Distributor Agreements.
• Collaborate with the APAC department leadership teams to deploy effective account management practices to minimize Customers and Distributors disputes or concerns while fostering proactive and predictive account management.
• Interface with Director of Service Delivery & Revenue and Distributors to provide input on pricing, support programs, marketing and sales activities in the Territory. Formulate a Service Marketing plan to maximize service value and achieve business goals for service growth in collaboration with Marketing.
• Coordinate with regional resources, including Training Centers, for technical and clinical trainings’ needs in the Territory.
• Work with the Director of Service Support & Infrastructure to verify the efficiency and effectiveness of the Territory call center administered by the Customer & Logistics Support team.
• Monitor performance, network and warehousing of the 3PL partner in the Territory. Interface with Director of Service Support & Infrastructure to maximize spare part management and related logistic processes in the Territory.

PERFORMANCE MANAGEMENT

• Develop cross-functional relationships to influence key business criteria (e.g. Spare part consumption) and coordinate process changes.
• Define programs with other departments to increase Installed Base technical performance in the Territory (e.g. Uptime, MTBD). Execute continuous improvement plans.
• Lead efforts to develop and improve business practices, systems and processes; maximize resources and achieve operational excellence in the Territory (e.g., cost effectiveness, Customer satisfaction, account management, sustainability).
• Develop, market and execute a Territory strategy driving continuous favorable trending (quarter-over-quarter) to service profitability.
• Partner with the Business Management & Development department for effective contracts negotiation, being accountable for profitable execution of those service agreements.

PERFORMANCE METRICS

• Employee retention and Engagement Score
• Installed base customer retention and replacement system sales.
• Installed base Customer Loyalty (survey results) and Accuray Net Promoter Scores
• Service contract adoption rate, revenue, and profitability.
• Service execution (uptime, MTBD, Work Order management, Cycle Count, ageing inventory) and service support (parts returns, inventory accuracy, LMS training records) effectiveness.

REQUIRED QUALIFICATIONS:

• BS/BA degree required: MBA highly desirable.
• 5+ business experience in related operations functions within multinational companies with broad-based Medical Device or Capital Equipment operating experience
• Senior management experience in customer-centric commercial role. Experience in sales or marketing role a plus.
• Strong leadership with the ability to build high-performance teams through change and cultivate strong internal relationships at all levels. Skilled to hire great talent and provide constructive feedback for continuous people development.
• Demonstrated ability to collaborate and navigate in a matrix environment within a culturally diverse environment.
• Ability to work independently; deal with ambiguity; grasp and retain complex concepts.
• Ability to think strategically and contribute directly to the regional growth plan.
• Executive presence, ability to develop C-suite customer relationships.
• Proven experience in process engineering and productivity gain, 6 Sigma black belt a plus
• Ability to drive process improvement, new business and cost savings initiative.
• Self-sufficient with Advanced Microsoft office and ERP databases
• Excellent verbal and written communication skills along with strong presentation skills in English.

To qualify for this position, candidates must be able to furnish proof that they are authorized to work in the country they are applying on a permanent basis without sponsorship.

EEO Statement

At Accuray, our commitment to patient-first outcomes drives an inclusive and collaborative work environment where the best ideas rise to the top — and everyone works to push them further. We value diversity in both the professional and personal backgrounds of our employees, as this variety adds rich energy to every team, every project and every work day. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin – including individuals with disabilities and veterans.