售后服务副经理

Work Your Magic with us!  

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

Responsibilities

• Define and communicate FS team priorities and objectives
• Performance management, assign and follow up on objectives, assess and give feedback on individual and team performance
• Team and individual development, define learning plan, ensure that development plans are in place
• Develop communication and feedback mindset within the team
• Ensure optimal collaboration with other teams and partners
• Define and optimize team workflow and process, improve team productivity.
• Lead team to drive service revenue growth and manage team cost reduction.
• Lead resolution of escalated issues / complaints linked to field service and define plan of action
• Lead the team to meet Service Quality KPIs on satisfaction rate.
• Prepare, execute, wrap-up and document standard and custom services on Process Solution equipment – eg. FAT, Installation, SAT, IQ/OQ, Preventative Maintenance & Repair.
• Providing technical support and troubleshooting on Process Solution related hardware system, For example, TFF system, Mixer, Chromatography system, ect.
• Lead team to handle product-related problems (focus on hardware) with customers as required.
• Handle customer complaints, provide valid technical resolution.
• Lead complex technical issues problem-solving, collaborate with stakeholders, provide satisfied solutions to customers.
• Provide technical expertise, procedures, documents to support Field Service Engineers.

Requirements/Qualification

• Minimum bachelor’s degree in biochemistry, automation, electronic and machinery.
• At least 10 years working experience & At least 3 years Service team management experience in pharmaceuticals manufacturing company or equipment field service experience in biopharma. industries.
• Good GMP knowledge and experience.
• Computer skills and communication skills are required.
• Good English language skills, Be able to fluent English communication & good English written.
• Good execution, integrity, teamwork, hardworking, are definitely required.
• Passion and self-motivated. Being initiative to learn and improve yourself.
• Frequent travel are required in domestic cities.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!