Commercial Service Manager

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 13,000 employees  and a presence in approximately 100 countries , extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future. 

Job Responsibilities:

12. Manage Local Technical Field Service Engineers (FSE) team: delivering the right level of service, for all products across China, with fully trained and certified service engineers, at any time during the year.
13. Manage installed base of B+L active Medical Devices
14. Manage all Maintenance/Breakdowns/Upgrades/Installations/Demos for the B+L active medical devices.
15. Manage the local technical Service Cost Centre & P&L meaning operational cost of the service team as well as technical service administration and technical service revenue in synergy with the commercial team:

• Adapt the resource to the business needs
• Control operational cost such as travel expenses, carriers, third-party providers…
• Carefully control, manage and optimize each time possible FSE’s car stock and local warehouse stock. With the double goals to reduce scrap and avoid oversized warehouse spare parts stock with associated finances consequences.
• Return slow moving items
• After each spare parts inventory, track and document carefully any missing items and be ready for Audit purpose)

12. Responsible for checking, assessing the Technical Expertise of his team members to ensure the right level of service and patient safety.
13. Provide necessary training and infield coaching as necessary.
14. Provide to customers and sales organisation “First Tier Service Support” for the installed base defined as “field serviceable”.
15. Identify, select and train dedicated FSE responsible for the “Second Tier Service Support” per equipment product range.
16. The Second Tier Engineers being THE expert of one equipment supporting his colleagues in case of specific questions or technical challenges they cannot solved by themselves.
17. The Second Tier Support is also involved in initial ‘in field” training for newcomers or specific training needs.[LL1] 
18. Escalates all customer issues in appropriate manner through formal and informal escalation methods to secure timely resolution to customer problems.
19. Request support (“Third Tier Support”) to Munich or Heidelberg support team in case of needs.
20. Provide occasionally support to other markets in case of needs.
21. Technical Service administration：

• Managed the Technical Service Operation Administrator
• Ensure that all administrative procedures such as Local regulation, MDR requirements, Bausch SOP as well as requirements coming from the International Service Manager, associated with the field repair and service of B+L equipment are followed by the field service team. Regularly control the quality of the Service reports.

       This includes in example:

• Complete and detailed service reports delivered on time (every working day and if possible before leaving the customer site), Service statistics, Installation reports, installed base Status, Service contract and warranty monitoring. 
• Report all Complaints every working day
• Control Calibration of tools and devices management: ensuring all devices and TSE calibration tools are in specification with due valid date, being able to provide at any time corresponding certification.
• Organize Preventive maintenance agenda according to LM requirements.
• Control Execution Electrical safety test and report properly accordingly.

12. Collaborate with KA and sales in exploring and developing service growth and supporting strategies to achieve specific sales opportunities.

12. Communicate with customers.  

• Inform the customers about the technical status of their equipment’s and the technical service operations that need to be executed and/or that have been done.
• Issue a service report to be signed by the customers.
• Ensure the customers employee in charge of using the equipment understand how to use the system, make them able to proceed with basic trouble shooting operation in case of basic technical challenges when appropriate.
• Contract renewal or quotation.

12. Communicate internally.

• With the sales reps and Managers for managing usual situation requesting combined action plan with application people and or sales teams
• With all support function as necessary: Finance, HR, IT …
• With the International Service organization in Heidelberg and Munich for understanding international guidelines, service strategy, priorities as well as processes and/or tools to be used.
• With the local Business unit Manager to inform him about international service requirement/objective/strategy proposing the best possible execution plan for local implementation
• With Service Managers from other countries, for alignment and best practice sharing as well as, when necessary, workload balancing among the countries

Job Requirements:

12. Relevant bachelor’s degree in electronic or electrical engineering or equivalent experience.
13. 8+ years industrial experience in medical device industry or a similar industry
14. 5+ years’ experience with providing technical service in any capacity.
15. 5+ years people management experience.
16. Experience in technical services, sales, training, or related areas in the medical device industry.
17. Open-minded for new technologies and business process to support change management processes
18. Excellent analytical, diagnostic, and trouble-shooting skills
19. Passionate about delivering excellent customer service, with a partnership approach to relationships with customers and suppliers.
20. Demonstrated business acumen, and strong communication and collaboration skills.
21. Fluent English skill

This position may be available in the following location(s):  Shanghai 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.