Technical Operations Lead South Asia

Role Summary:

Leading the Technical Team to ensure timely and quality services to our customers in South Asia (India, Pakistan, Bangladesh, Sri Lanka), build good relationships with customers as well as generate AMC/CMC, spares revenue and support sales team to expand reach in dialysis clinics.
Build a future ready, agile and highly customer focused tech service organization. Create differentiation for FME brand.

Roles & Responsibilities:

> Planning and developing service strategies to meet the company’s service objective.
>Plan and direct staffing, training, and performance evaluations to develop and control service programs.
>Ensuring all the activities as per FME Code of Conduct.
>Align Technical Operations with GTO direction
>Align Spare part pricing with Global Pricing model
>Travelling extensively and building strong relationships and maintaining excellent Customer Relationships.
>Ensuring response time, first time fix rate, PM compliance are achieved as per desired levels and user training is happening on periodic basis.
>Establishing & Engaging the service team as per market requirements and customer coverage.
>Guiding team to adopt best practices and educate team on the global guidelines time to time.
>Mentoring regional teams on process improvement to achieve enhanced productivity and development of team.
>Creating and executing service strategy on “customer first” and “company first” principles to create a win-win.
>Identifying capability gaps and filling the same through internal and external talent pipeline as well as upskilling the current workforce.
>Forecast future requirements and targets basis current trends and market intelligence and accordingly budget for the function.
>Attract, appoint, induct, lead and retain performers in the team.
>Assigning KRA’s to the individuals, driving focus areas through conceptualization and execution of a robust service incentive plan.
>Resolution of customer complaints regarding service through the team.
>To conduct business development orientation program and impart regular training to the team members.
>Timely following up and reporting market intelligence.
>Represent South Asia countries on all the Technical forums.
>Should be able to use new technology tools to use data for informed decision making..

Desired Competencies:

>Customer focus
>Strategic thinking
>Strong ethics and integrity
>Strong team building and people management skills
>Continually learning & adapting to change in order to maintain quality
>Demonstrates inclusiveness in interpersonal relationships.
>Strong technical/functional knowledge
>Commitment to develop staff & managing resources optimally
>Good understating and experience on CRM tools and data analytics.