** Job Scope: In everyday work life, focus on the organizational climate and culture, ensure high motivation, create an inspiring atmosphere, first and foremost establish yourself as the team leader; Responsible for understanding the needs of the companies and customers in terms of best technical customer service; Communicate our vision, mission and goals. In close cooperation with the other leaders in the house cross-function, find solutions to daily problems and create new habits to avoid similar situations again; In charge of managing and developing the technical service team, activities and processes assigned area; Developing, defining and implementing short- and long-term Technical Service strategies achieve the companies and customer’s needs; Manage of quality performance of MediGroup’s analyzer installation base in the assigned area. Close cooperation with other stakeholders (sales, LOGS, product teams) to achieve better customer experience and satisfaction; Continuously develop and maintain the highest product knowledge through self-study and provide training for himself as well as for the engineers in his team; Correctly understand the service needs of all clients and develop service policy to ensure optimized service satisfaction; Develop complaint procedures for analysis and report to GM; Involved directly in any emergency service issues, unsolved technical issues or other problems which client is taken ill; Support and contribute to the general business development of the company; Lead and manage engineers of the Customer Service Department in assigned area by being a positive and outstanding example of the team; Coaching subordinates daily to developing their competencies and skills; Lead and coordinate technical emergency troubleshooting process; Develop and maintain strong customer service concept and attitude for service team; Management of the quality performance of MediGroup’s Diagnostics analyzer installed base (Human, Stago, Sebia, Radiometer) in assigned area; Establish service Standard Operation Protocol as per company standards and set up related KPIs for monitoring the performance of engineers; Develop and maintain a system for planning and tracking of MediGroup’s spare part stock, replacement handling and return of defective parts to suppliers; In charge of the planning and coordinating individual personal and technological development of the service team in close cooperation with technical experts; Plan and coordinate routine preventive maintenance as per established maintenance policy; Plan and coordinate QC and delivery of equipment to clients; Other jobs assigned by the General Manager.

Education / Training Qualifications: Minimum bachelor’s degree in electric/technical engineering, preferably a master’s degree. Fluent in English: understand, speak and write English at an understandable level. Minimum CEFR B2 level or higher. Experience: Minimum 5 years documented experiences on the medical field and electronics equipment (preferable within laboratory diagnostic field) in a multinational organization; Successful in the lead role; some who have shaped visible results as a leader and shaped success for his team members. Key focus: Excellent understanding of customer service concept; Able to manage complex situations and prioritize them: Operational and business driven; Drive initiatives and create complete projects, and able to execute them; Self-motivated and “can-do” attitude; Excellent presentation and assertive communication competencies; Facilitate group dynamics, process, meetings and discussions; Participate in and lead teams; Hold self and others accountable for organizational goals attainment. Competencies/Knowledge/Skills: High developed empathy; Brave and committed to continued creating development; Good for creating external relationships and networks.