Regional Customer Care Manager(Medical Imaging)

SUMMARY

I am currently recruiting for a Regional Customer Care Manager in Bangkok who will be working with a global medical technology company specializing in Medical Imaging/X-Ray

Reporting to the Chief of Customer Care, you will lead the largest technical team in Thailand and provide regional oversight across Australia, China, S.E.A and India. You will develop strategies to adapt and implement standardized processes, procedures to stepwise increase the customer experience and Customer Care efficiency within the area of responsibility.

RESPONSIBILITIES

• Geographically: Scope of responsibility is to be build-up stepwise and will start with Thailand and will eventually grow over more countries with subsidiaries.
• Process-wise: All Customer Care processes from installations to end of life, including Customer Care. Operations (Field Service, Repair Centers, Admin, logistics and warehousing of spare parts), Helpdesk (Customer Service and Technical Support L1 and L2).
• Financially: Customer Care P&L responsibility in the region
• Management of the Customer Care Operations teams and their activities in the designated countries (starting with Thailand)
• Develop strategies to adapt and implement standardized processes, procedures to stepwise increase the customer experience and Customer Care efficiency within the area of responsibility
• Implement KPI's to make Customer Care measurable in terms of Customer Satisfaction, Customer Care process governance and Financials
• Daily management the Customer Care operations in Thailand, provide direction and leadership, maintain proper planning on the short- and midterm activities of the Customer Care teams
• Provide direction and leadership to the Customer Care teams at subsidiaries in the region
• Support the dealer management in terms of Customer Care, including technical training
• Handle, or take full ownership of escalated cases which require management attention
• Liaise between various parties in the support processes (customers, dealers, subsidiaries, internal suppliers)
• Work-out the mid- and long-term strategy for Customer Care in the region, in close cooperation with the Chief Customer Care Officer and the General Manager APAC.
• Coordinate the support in case of higher complexity cases or cases with a high exposure
• Ensure the information flow (e.g. about technical issues) between dealers, subsidiaries, factories, quality management, R&D and product management
• Support sales activities in the region as agreed with the General Manager APAC

QUALIFICATIONS

• Bachelor's degree in a technical field (electronics, mechatronics, mechanics, It) or related field or similar through experience
• 5 + years of experience in a customer service/customer facing organization
• 1+ years experience in a supervisory role in an international organization in the region
• PC and Software Applications: Proficient with Microsoft Office Suite, CRM systems and basic understanding of ERP system

DURATION

Permanent, full-time

SALARY

Attractive salary plus benefits

LOCATION

Bangkok

ABOUT PLANET PHARMA

Planet Pharma is an American parented Employment Business/Agency that provides global staffing services with its head-quarters in Chicago and our EMEA regional office located in Central London. We have invested significantly in creating a robust international platform that enables us to work compliantly in 30+ countries with a current network of 2500+ active contractors globally as well as a very strong permanent / direct hire recruitment offering.

Our specialist knowledge and close relationships with our clients and the wider industry really makes us unique in our field. Just recently we were recognised by FORBES as the 17th best professional staffing firm, and have won multiple awards from industry accredited bodies for our commitment to excellence and service delivery. We have extensive functional expertise including: Regulatory Affairs, Pharmacovigilance, QA, QC, Submissions experts, Clinical development, Quality, Biostatistics, and Medical Affairs / Writing.

We are an equal opportunities Recruitment Business and Agency. We welcome applications from all suitably qualified candidates regardless of their race, sex, disability, religion/belief, sexual orientation or age.

www.planet-pharma.com

ABOUT PLANET PHARMA

Planet Pharma is an American parented Employment Business/Agency that provides global staffing services with its head-quarters in Chicago and our EMEA regional office located in Central London. We have invested significantly in creating a robust international platform that enables us to work compliantly in 30+ countries with a current network of 2500+ active contractors globally as well as a very strong permanent / direct hire recruitment offering.

Our specialist knowledge and close relationships with our clients and the wider industry really makes us unique in our field. Just recently we were recognised by FORBES as the 17th best professional staffing firm, and have won multiple awards from industry accredited bodies for our commitment to excellence and service delivery. We have extensive functional expertise including: Regulatory Affairs, Pharmacovigilance, QA, QC, Submissions experts, Clinical development, Quality, Biostatistics, and Medical Affairs / Writing.

We are an equal opportunities Recruitment Business and Agency. We welcome applications from all suitably qualified candidates regardless of their race, sex, disability, religion/belief, sexual orientation or age.

www.planet-pharma.com

TO APPLY

Please click apply or contact Steven Fan (Recruiter, APAC) at Planet Pharma for more information:

E: [Confidential Information]

T: : +61 370427282

Linkedin: https://www.linkedin.com/in/steven-fan-38a394128/