National Service Manager

Job Summary

The Service Delivery Manager is responsible for overseeing branch-level service operations, ensuring high-quality customer service delivery, and driving service revenue growth. This role develops and implements local service strategies, manages customer relationships, and ensures efficient service processes. The position also plays a key role in team leadership, channel development, and cross-functional collaboration with sales and marketing teams to support overall business objectives.

Key Responsibilities

Service Delivery

• Oversee branch customer service operations and develop localized service delivery strategies.
• Manage customer complaints and feedback to ensure timely resolution and continuous improvement.
• Establish and maintain service delivery processes, including escalation procedures and service performance monitoring.
• Ensure consistent, high-quality service standards across branch operations.

Customer Management

• Support the development and implementation of service policies aimed at improving customer satisfaction.
• Build and maintain strong relationships with clinical customers and biomedical engineers.
• Act as a key point of contact for service-related concerns and customer engagement initiatives.
• Monitor service quality and identify opportunities to enhance the overall customer experience.

Business Management

• Ensure achievement of the branchs service revenue targets.
• Optimize service revenue structure and identify new service opportunities.
• Manage service-related expenses and ensure compliance with operational and financial guidelines.
• Monitor service performance metrics and drive operational improvements.

Channel Development

• Develop and implement channel service planning and management strategies.
• Promote the growth and effectiveness of service channels.
• Strengthen the capabilities of channel service teams through training and development initiatives.
• Build benchmark channels, platform partners, diversified service channels, and third-party service revenue streams.

Team Management

• Lead and develop the branch service team to ensure high performance and operational efficiency.
• Provide coaching and guidance to improve employees technical, professional, and service delivery skills.
• Manage service operations workflows and ensure compliance with service processes.
• Foster a collaborative and results-driven team environment.

Sales & Marketing Collaboration

• Collaborate with sales and marketing teams to support business growth and revenue targets.
• Develop synergy mechanisms between service operations and commercial teams.
• Provide operational and technical support for major marketing initiatives and projects.
• Drive service team contributions toward achieving overall sales objectives.

Qualifications

• Bachelors degree in Business Administration, Engineering, Healthcare Technology, or a related field.
• Proven experience in service operations, service delivery management, or customer service leadership.
• Strong background in customer relationship management and service process improvement.
• Experience managing service teams and driving operational performance.
• Strong analytical, leadership, and problem-solving skills.
• Excellent communication and stakeholder management abilities.