National Service Manager, UK

Position Overview

Due to Mindray’s success, we have an opportunity for a dynamic service management expert to demonstrate creativity and innovation as a National Service Manager within our ultra-ambitious team as we continue to disrupt the market! In this role, through both your team management experience and your flexibility to be ‘hands on’ as required, you will ensure that our customers receive the best possible service support, and that the service is consistently of the highest quality.

• In charge of service business in designated country, be fully responsible for service development and performance, this is both a management and hands on role – you need to be flexible to do what needs to be done to offer the right support and commitment to our customers.
• Keep regular and close communication with Country GM, the heads of departments, and our Customers, to clearly understand the business needs and customer needs.
• Build and improve the service strategy, service mode and service policy corresponding with business needs and customer needs, as well as in concert with service objectives, guidance, and best practices from the company.
• Based on service strategy and service mode, build up and optimize service network, service process and platform.
• Regularly review service development based on comprehensive service indicators and keep improving all the fields related to achieve better performance.
• Drive our unified strategy from the Region / HQ and implement locally.
• Manage local national service team, including selection, training and development, utilization, and retention or all team members.
• Responsible for coaching and mentoring the team, including enhancing their commercial skills in offering appropriate service contracts to our customers where relevant.
• Overall responsibility for UK distributor management, particularly regarding service support collaboration and agreements.
• Responsible for negotiating 3rd party support contracts/agreements, this includes evaluating new and existing 3rd party support partners on a continual basis to ensure a high-quality service is achieved.
• Responsible for Service Profit & Loss.
• Perform service investigation in local market to understand competitors' service, service technology and business trends, as well as to learn and understand local policy and regulation change in the industry.
• Act as an Ambassador for change.

• You will have a background in Service Management, team management and technical know-how, in the Patient Monitoring & Life Support industry.
• You will be well versed, and comfortable, in taking a role that is both management and non-technical hands on service delivery – we are one team and need a flexible person!
• Experience of working in the UK requiring no company sponsorship to join our business.
• You will demonstrate developing improvement ideas with the service team through engagement workshops, combined with commercial thinking and planning to deliver on these ideas.
• You will have a team mentality with a focus on maintaining and enhancing the team cohesion and dynamics, including maintaining the current teams fun, relaxed and positive culture.
• Technically proficient in the troubleshooting, repair, and calibration of all medical products. Having an engineering background will be advantageous.
• Customer orientated - ability to address customer requests through strong listening skills.
• Excellent communication and interpersonal skills (verbal and written) with an aptitude for building strong relationships.
• Proven negotiation skills with a problem-solving attitude.
• Experience in distributor and 3rd party management is desirable.
• Familiar with the Microsoft suite of applications, including TEAMS, word, excel, powerpoint, sharepoint and onedrive.
• Flexible to travel as required – this role is responsible for the whole UK region.
• Good working knowledge of IT networking would be advantageous.
• Fluent in English as a business language.