Technical Manager

Key Job Purpose :
−    Optimizing the customer service capability of Sysmex Thailand to achieve and maintain higher level of customer satisfaction  −    Managing of technical issues in Thailand and providing appropriate solutions & countermeasures
−    Leading and developing the service team enable to achieve the above
−    Management of Service team from Business Partners

Summary of Functional Duties & Responsibilities :
1. Review and improved direct/indirect customer support below;- Site survey and assist to install before instrument installation
- Pre-installation check of instruments, accessories, UPS and so on
- Instrument setup during installation at customer site
- Upgrading hardware and/or software when it's required. 
- Schedule & implement preventive maintenance (PM)
2. Set and review/fine tune the direction periodically of how to hand daily direct and escalation of service-call and/or any technical issues thru providing on/off site technical services and/or via call center.
3. Develop training plans for service engineers in alignment with regional competency requirements, business strategies, and new product launches.
4. Manage spare parts inventory to ensure optimal stock levels, availability, and cost efficiency.
5. Training and re-training to engineer in term of hand-on, new information, update new ECR and TR
6. Assist engineers to fix & troubleshoot complicate break down instruments & Recondition instruments
7. Coordinate with Supply Chain Management and other stakeholders to ensure efficient instrument delivery and installation activities.
8. CRM training self-learning
9. Foster, build and manage relationships with internal and external parties, so as to facilitate work processes and ensure fulfillment and growth in the quality of customer satisfaction and loyalty levels.
10. Monitor and direct individual performance in line with the established KPI targets, both in the form of routine work and specific project assignments, conduct periodic performance assessments, to maintain individual productivity that can contribute to achieving departmental and company targets as a whole.
11. Maintain commitment, motivation and team cohesion, be a role model in implementing corporate culture in the scope of his/her duties, to support the optimal implementation of the Sysmex Way.
12. Coordinate with the Sales and Marketing Department to explore customer needs, analyze and provide appropriate system solutions, and become a partner of the Sales and Marketing Department in conducting project plan and presentations to customers, to support Sales and Marketing activities in the field.
13. Support and ensure Call Center activities in terms of daily operations including those related to the implementation of the Customer loyalty and satisfaction index (CLSI) action plan, Training Center activities in terms of internal training, as well as Sales and Marketing Department activities in carrying out exhibition activities, seminars, workshops, in order to achieve the success of the activities held.

Qualification :

- Bachelor’s degree in Electrical or Electronics Engineering or related field
- Minimum 10 years working experience in IVD market with at least 4 years at supervisor or management level
- Strongly leadership, able to lead team & work independently and close coordinate with sales team and back office  to provide good service- Positive attitude and able to turn problems to be opportunities
- Project Management
- Available travel outside Bangkok and abroad