Head of Customer Services (임원급) - 외국계 의료기기 회사

[담당업무]

- Team Leadership & Management: Lead, mentor, and develop a high-performing service organization in South Korea. Foster a collaborative and customer-centric culture across both Company teams and Business Partner organizations. Set performance goals, conduct regular reviews, and drive continuous development across the broader service ecosystem.
- Customer Service & Relationship Management: Develop and maintain strong relationships with key customers, ensuring high levels of satisfaction with service delivery. Act as the primary escalation point for complex service issues, ensuring timely and effective resolution. Collaborate closely with sales and Business Partners to ensure seamless service delivery throughout the customer lifecycle.
- Service Operations & Support: Oversee the installation, maintenance, and repair of laboratory equipment, ensuring compliance with industry standards and company policies. Ensure consistent execution of service level agreements and operational processes across both direct and partner-delivered services. Align planning and execution across Company teams and Business Partners to ensure efficiency and full coverage.
- Financial & Budget Management: Manage the service P&L, ensuring cost-effective and efficient operations. Analyse service cost structures and identify opportunities for optimization across both direct and partner-based delivery models. Develop and track financial KPIs related to service delivery, including service contracts, repair revenue, and parts sales.
- Compliance & Quality Assurance: Ensure adherence to all regulatory and industry standards, including safety and quality requirements. Implement governance and control mechanisms to ensure consistency and compliance, including oversight of partner-delivered services. Maintain accurate service records and ensure timely completion of service reporting.
- Continuous Improvement: Proactively identify opportunities to improve service processes, equipment performance, and customer satisfaction. Champion the adoption of new technologies, tools, and service approaches to enhance operational efficiency. Drive capability development across internal teams and Business Partners.
- Reporting & Communication: Regularly report on service performance, customer satisfaction, employee engagement, and operational KPIs to senior management. Communicate effectively with South Korea Management, APJ Management, Headquarters, and relevant Business Partners. Ensure alignment on targets, priorities, and transformation initiatives across all stakeholders.
- Additional Responsibilities: Represent CS-LS towards South Korea Management, APJ Management, Headquarters, and Business Partners. Track progress on targets and ensure transparency across all service operations. Align with and support service leadership to ensure consistent operational execution.

[자격요건]

경력: 경력 10년↑
학력: 대졸
직무기술: Customer Services Laboratory Solutions, Customer Services , Laboratory Solutions

- Bachelor’s degree and above in Engineering, Biomedical Engineering, Life Sciences, Business Administration or relevant.

- Progressive leadership experience in Customer Services, Technical Services, Field Service Operations, or related commercial functions, and the background with the medical devices, healthcare, or life sciences especially in In-vitro industry is preferred.

- Demonstrated success in driving operational excellence, service business performance, and customer satisfaction.

- Strong people leader with the ability to inspire, develop, and lead high-performing teams through change and transformation.

- Strategic mindset with the ability to translate business priorities into operational execution.

- Excellent stakeholder management and influencing skills, with the ability to collaborate effectively across functions and organizational levels.

- Experience working with external Business Partners, distributors, or channel organizations, including governance and performance management.

- Solid financial and commercial acumen, including budgeting, resource planning, productivity management, and service business metrics.

- Customer-focused and results-oriented with a strong sense of ownership and accountability.

- Excellent communication and interpersonal skills with the ability to build trusted relationships internally and externally.

- Resilient and adaptable, capable of leading teams in a dynamic and evolving business environment.

- Business level in English, both written and spoken.

[우대사항]

전공계열: 의/약학계열
외국어: 영어 회화가능,독해가능,작문가능