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Service & Repair Manager - Southern Africa

Midland, TX 79701
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Service & Repair Manager - Southern Africa


Midrand, South Africa

Requisition #:


Post Date:

Jan 12, 2021

**Careers that Change Lives**

**BUSINESS DIVISION DEPARTMENT: Medtronic Service Repair Southern Africa region**

**REPORTS TO: Director of Service Repair EMEA Emerging Markets**


+ Responsible to oversee delivery of service repair of Medtronic products through workshop based and field service engineers and appointed distributors, contractors and service provider engineers.

+ **Provide leadership and vision** to deliver a **highly engaged and empowered team** ; identify opportunities to develop key individuals and empower / drive sense of accountability and ownership to team members to make continuous improvements. **Build and strengthen relationships** with other service support teams within the SR organization to add to the one team spirit. **Connect and encourage** co-operation, flow of information between different SR stakeholders and process owners to ensure that the needs of our patients and customers are met

+ Build and maintain constructive relationships with internal and external customers, enabling service to become a **trusted partner** and deliver an **amazing customer experience** . Provide solutions to customer needs, in conjunction with the service repair marketing team **understand the market** opportunities and competitive landscape. Implement strategic marketing plans.

+ Build and develop a **customer focused and commercially aware** team, with a positive attitude and driven approach to business. Build strong relationships with commercial organizations to achieve sales and service revenue targets. Contribute thought leadership and market perspective to conversations with customers and business partners about issues, solutions and initiatives.

+ Identify and pursue opportunities to increase the revenue generated from service activity.

+ Oversee the management of distributors and other service providers performance to ensure they deliver effective and compliant service to our end-customers, meeting all of Medtronics quality obligations

+ Drive sustainable growth and ensure adequate resource planning to deliver service level expectations. Work to ensure consistent levels of service across different business units, geographies, service models.

+ Monitor and achieve country and regional KPIs and PL to achieve operational, sales and SGA targets. Provide commentary on performance, develop, communicate and implement recovery or improvement plans as necessary.

+ Promote the collection of customer feedback across the country organizations, empower people to drive and own customer relationships to drive customer intimacy.

+ Ensure all work adheres to company quality and regulatory guidelines. Coordinate teams to implement company quality management systems and processes, encourage an attitude of excellence in all aspects of SR team.

+ Engage with healthcare industry leaders and forums to maintain awareness of best practices standards.


+ Accountable for the management of the Service Repair team to ensure smooth operations and flow of information documentation, in order to meet performance and financial targets. Develop improvement programs to address performance issues, coordinate resources to implement such programs.

+ Contribute to creation of environment for team engagement including direct and indirect reports, empower employees to act with ownership of their work within overall expectations and limits. Manage and coach team members in their responsibilities, encourage ownership and drive follow-up to issue resolution. Maintain and encourage positive can-do attitude and coach people through the change curve to assist them in adapting to continuously developing environment.

+ Provide effective team leadership through communication; performance management; training and development programs; coaching; motivational techniques; to execute on business plans and achieve objectives. Work to ensure clarity in roles and responsibilities within the different teams to ensure people understand what is expected of them and where collaboration is needed to deliver objectives.

+ Ensure that all service activities comply with all relevant Company, Statutory and other applicable Regulations and Codes of Practice. Ensure team remains 100% compliant with all Quality, Service and other related procedures and training. Ensure all field service corrective actions within territory completed timely.

+ Develop professional network across the geography, functions and Business Units to ensure alignment within the businesses through active communication and feedback.

+ Develop a commercially aware and customer oriented team to increase revenue and customer intimacy, identify opportunities to add value to customers.

+ Review of operational and financial performance metrics and develop action plans to achieve service revenue growth, SGA targets and operational KPI achievement. Establish and maintain structure to ensure work is being completed correctly and timely, establish mechanisms to make visible progress, potential bottlenecks or delays. Proactively communicate when internal challenges will have customer impact.

+ Establish and maintain price lists for spare parts, labour charges. Participate in tender responses where service is a requirement.

+ Pursue deeper customer engagement via the use of Net Promoter System (NPS) to seek feedback and measure satisfaction, engagement and loyalty from customers. Pursue and achieve Customer NPS targets and ensure 100% closed loop process for feedback to Service Repair NPS surveys.

+ Forecast resource requirements to support current business growth, expansion of new product lines and expansion of services provided into new markets.

+ Implement business and quality management systems to support local / regional service strategy.

+ Proactively collaborate with marketing and commercial teams to develop implement service products locally, monitor and provide feedback. Ensure communication aligns stakeholders with SR objectives and aligns SR with Operating Unit objectives.

+ Oversee and contribute to coordination of distributors and service partners to achieve targets and comply with company and statutory regulations. Establish performance metrics reviews with action plans to address gaps.

+ Visit with customers periodically along with commercial reps to receive feedback, provide updates and develop Medtronics relationship.

+ Establish and maintain connection with industry forums to keep current with developments in service regulations, developments in thinking and customer expectations.

**Must Have: Minimum Requirements**

+ Min. 5 years of relevant working experience in a regulated environment (preferably in healthcare / technology / service environment)

+ Excellent knowledge of spoken and written Business English

+ Understanding Quality Management Systems and process approach to QMS, experience with ISO 13485 / 9001

+ Awareness of local labour regulations and requirements

+ Excellent negotiation, communication and presentation skills both written and verbal

+ Experience at management of PL, familiarity with business financial practices

+ Experience at implementing change in complex organizations

+ Ability to work extensively with remote teams and communicate effectively

+ Proven ability to build networks, connect with people

+ Experience in project management, developing processes and documentation, including process diagramming, project planning

+ Understands Net Promoter System philosophy and experience using systems to collect and measure customer satisfaction

+ Strong attention to detail, able to balance competing priorities and projects along with daily work.

+ Knowledge of MS Office systems, knowledge of SAP is desirable

+ Familiarity with process improvement and change management frameworks

+ Analytical skills pragmatic approach

+ Connector, Communicator, Problem solver with a strong disposition to work in a dynamic and fast-changing situation with multiple competing priorities.

+ Familiarity with service contract development and negotiations

**About Medtronic**

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Lets work together to address universal healthcare needs and improve patients lives. Help us shape the future.

Physical Job Requirements

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.


Posted: 2021-01-14 Expires: 2021-03-28
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