Customer Care Director for Clinical Services Industry/QC

Requirements:
Minimum Education Required: Graduate of BS in Engineering or BS in Computer Science or other related field.
Minimum Experience Required :1-2 years related experience

Skills and Knowledge: Required: Preferably with local experience handling hospitals or laboratories.
Responsible, team player, keen to learn, customer service, problem-solving, strong interpersonal, leadership and analytical skills.

Key Job Purpose:
Manages and provides direction to the Customer Care Team consisting of 3 Departments: Technical Support Group, Products and Application and HCLAB/IT Products.
Responsible for planning and directing the Company’s medical instruments installation plans, commissioning and troubleshooting, preventive maintenance, product presentation and IT products development and deployment to customers.
Responsible for the successful product presentation, customer evaluation and users training provided to customers and business partners.
Responsible for the ISO/QM implementation.

Technical:
§ Plans, organizes and manages the work of the technical or service group, application, laboratory information system.
§ Responsible for the timely deployment and completion of HCLAB/LIS Projects.
§ Ensures technical aspects of products & applications, preventive maintenance & repairs of machines and IT requirements of customers are being carried out according to specifications.
§ Develops and ensures that service level agreements or KPIs are met.
§ Resolution of all technical and product related issues. Escalate to the region whenever necessary.

Administration:
§ Establishes, monitors and controls schedules and project budgets.
§ Setting goals and objectives for team members for achievement of operational results.
§ Develops policies, procedures and ensures that these are understood and followed by direct reports, customers and stakeholders.
§ Identifies opportunities to enhance efficiency and maintains industry best practices.
§ Ensure full utilization of CRM e.g. work order, documentation, etc.
§ Provides learning and development opportunities to customer care teams.
§ Defines KPIs and develops coaching strategies towards its achievement.
§ Reviews and approves Service Contracts and HCLAB/LIS contracts.

Integrated Management System:
§ Supports the attainment of KPI for the quality and environmental management system.
- Ensures the effective implementation of operational controls for the quality and environmental management system by the assigned job tasks and activities