Area Service Manager

Mission

Accountable for operations and maintenance, quality, safety, P&L, and customer satisfaction of multiple PT sites in alignment with departmental goals and standards. This position is reporting to the Director of Operations.

Challenges we trust you with

Customer Relationship Management:

Build and maintain strong relationships with customers across the sites, ensuring clear communication and regular engagement.
Act as the primary point of contact for customer escalations and ensure a high level of customer satisfaction.
Service Contract Management and Compliance:

Accountable for meeting all contractual obligations and ensuring service delivery aligns with customer agreements, including service quality, response times, and deliverables.
Prepare presentation reports and documentation to demonstrate compliance with contractual commitments and provide updates to both customers and internal stakeholders.

Onsite Activities Overview:

Review and provide guidance on onsite activities to ensure smooth operations and service delivery across multiple sites.
Prepare and present regular reports on site performance, customer satisfaction, operational metrics, and contract compliance.
Accountable for the implementation of service strategy.
Management, Escalation and Resolution  of issues:

Escalate critical issues promptly according to process.
Develop contingency plans to minimize service disruption in case of emergencies. 

Safety & Quality Compliance:

Accountable for the application of safety standards and ensure high quality in all site operations.

Team Leadership and Development:

Lead, coach, and support service teams.
Supervise the site team’s development, hiring, onboarding, and providing growth opportunities.

Finance :

Manage the budget for service operations.
Monitor expenses, control costs, and ensure profitability without compromising service quality.

What we value

•    You have very good oral and written skills in English and Mandarin; 
•    You have a master or equivalent degree in engineering (e.g. electronics, electromechanics, mechanics, automation, physics) and you have a solid people management experience in an industrial environment;
•    You have a deep experience in large-scale projects, with preference for Hospital-based Radiation Therapy projects. 
•    To have got the experience on a Proton Therapy Site with ownership of at least one feature is an asset;
•    Be able to work under great pressure and manage crisis 
•    You have a firm understanding of the Chinese market and local practices, including basic knowledge of Regulatory Affairs and Safety Rules in China. An experience in Healthcare Industry with Chinese Customers in China is an asset;
•    You are very committed person and ready to inspire multi - teams to move forward. You can ensure the collaborations between teams and functions;
•    You are a driven, proactive and hands-on person;
•    You are able to organize your work autonomously and willing to take initiatives;
•    You are willing to travel frequently 

Education and Experience:
•    BS or MS in Engineering
•    Previous professional experience: experience in management, people management
•    Basic financial knowledge 
•    International experience desirable
•    Experience in similar position of large scale industrial or clinical projects required

 Computer Skills: 
•    General Knowledge of Microsoft products such as Excel, Word, Access, Outlook etc are a must.
•    Basic knowledge of UNIX a plus.
•    SAP knowledge a plus.

 
Behavioral Characteristics:
•    Directing, Supervising and Undertaking Actions
•    Communicating and Persuading
•    Working as a Team and promoting a team atmosphere
•    Planning and Organizing
•    Achieving Results and Meeting Customer Expectations
•    Flexibility and Adaptation
•    Managing Pressure, Deadlines and Setbacks

 Physical Demands:
•    Ability to lift >50 pounds repeatedly.
•    Ability to sit for long periods of time.
•    Good manual dexterity.
•    Ability to hear and speak clearly.
 
Work Environment:
•    The position is a professional position and the conduct of such a position should be the basic expectation.
•    Extensive hours are often required, particularly during first six months.
•    Shift work including nights and weekends is sometimes required.
•    Occupational exposure to radiation.
•    Work with high voltage equipment and magnetic fields
•    Work with hazardous materials