About Sysmex


On a global basis, Sysmex provides instruments, reagents and software in the in vitro diagnostics (IVD) domain. IVD is essential for diagnosing disease, determining treatment methods and monitoring treatment effects. We have augmented our business to comprehensively cover activities ranging from research and development to manufacturing, sales and support services. We create new value through proprietary diagnostic technologies and aim to foster fulfilling and healthy societies for communities around the world.
Job Description
Technical Services Manager Southern Africa
Technical Services Manager Southern Africa
Req ID:  1507
 
Join Sysmex!
 
Sysmex is seeking a highly experienced and dynamic Technical Services Manager to lead Service Excellence as well as lead and develop technical service operations & service teams across Southern Africa and East Africa. This senior leadership role will form part of the Leadership team & offers the opportunity to drive technical service excellence within the designated region, build high-performing teams, and shape the customer service strategy & execution within a fast -paced, growing and technology-driven healthcare organization.

The successful candidate will oversee a multi-country service organization comprising three team leaders (and subsequently approximately fifteen field service engineers), ensuring world-class support for diagnostic instrumentation while driving customer satisfaction, compliance, and business performance.
 
 
Your contribution...
 
Key Job Responsibilities
  • Service Operations Leadership
  • Driving Technical Excellence & superiority of customer services as well as customer satisfaction
  • Provide direction & oversee Customer Support & Hotline Management
  • Performance & KPI Management
  • Quality & Regulatory Compliance
  • Cross-Functional Collaboration
  • Optimal usage of available platforms & tools such as Microsoft Dynamics (Service CRM) by the various service teams
  • Leadership & People Development

What are we looking for?

Requirements (Qualifications, Knowledge, Skills, and Abilities):

Essential
  • Degree in Engineering, Biomedical Engineering, Electronics, Clinical Engineering, Medical Technology, or related technical discipline.
  • Formal Business Management qualification, such as (but not limited to):
  • Business Management Qualification / Postgraduate Diploma in Management
  • MBA (advantageous)

 

Required Experience

  • Minimum 8-10 years of experience within medical diagnostics, healthcare technology, laboratory instrumentation, or related industry, in a management capacity or role.
  • Minimum 8-10 years proven experience in managing technical service teams & providing strategic guidance & leadership to technical service operations / field service engineers.
  • Demonstrable success in leading & providing guidance to managers, team leaders, and complex multi-site technical organizations.
  • Experience implementing service management processes, CRM management, KPI frameworks, and customer service improvements.
  • Strong commercial awareness and business / financial acumen

 

Key Competencies

  • Strong Technical Expertise
  • Strategic Leadership with strong growth mindset
  • Operational Excellence
  • Customer-Centric Mindset
  • Financial & Business Acumen
  • Team Development & Coaching
  • Quality & Compliance Management
  • Stakeholder Engagement
  • Analytical & Problem-Solving Skills
  • Change Management
  • Adept at problem-solving and possesses demonstrable conflict resolution skills