About this opportunity
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.
Job details
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