Technical Services Manager

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Technical Services Manager Brazil

LivaNova is hiring a Technical Services Manager Brazil to join our LivaNova Brazil Team. The role acts as the main link between the Customer Service team, our customers, the Sales Team and the manufacturers/suppliers of the LivaNova products, ensuring the customers orders are fulfilled in a timely fashion and the correct information is entered onto the Company’s ERP system.

Manages the administrative areas within the Field Service organization to ensure quality service, inside sales of services contracts and support are provided through functional areas to both internal and external customers.

ESSENTIAL JOB FUNCTIONS:
CUSTOMER SERVICES (20% of the time)- To ensure the smooth work flow and running of the Customer Service department i.e. to make sure all staff follow the correct procedures and policies.- The person will work on the overall order processing and will also process all the orders to the distributors / direct accounts- To make sure that all data in ERP/SAP SD is correct and up to date related to order management.- To generate various reports concerning inventory and sales as and when required.- Effectively dealing with customer queries and complaints for all useless units. Effectively organising customer’s returned products and replacements, including returns to our local manufacturing bases or 3PL- Maintains full compliance with LivaNova Group Code of Conduct and all other relevant Company policies.- The incumbent must be capable of reacting positively to changing demands of their customer group (both internal and external) and of identifying the best way to support the Business Units in reaching the Business’ sales targets.- Manages internal administrative and support functions of Technical Service for Cardiopulmonary and Auto-transfusion equipment.- Manages inside sales of Service Contracts. Responsible for Contract Revenue and administration of Service Contract functions, constantly aiming to grow the realized revenue from these activities.- Leads and designs the execution of the daily work processes and systems.- Manages the development of procedures and training for the Technical Service administrative and support functions.- Identifies and defines improvements and changes that will impact the business processes.- Provides leadership and guidance to contractors in order for them to develop and achieve their own objectives.- Recommends and actively participates in the development of Technical Service objectives and long range goals.- Responsible for performance management of subordinates, including goal settings, performance measures, performance evaluations, merit recommendations, corrective action plans, etc.

TECHNICAL SERVICES (80% of the time)- Manages the Technical Service Support Call Center, ensuring full coverage and responsible for KPIs that indicate an exceptional customer experience.- Expert resource for Field Service forms. Responsible for integrity of and execution procedures for all data and transactions.- Manages, monitors and reports on the execution of Field Actions as they relate to LivaNova equipment in the field.- Creates and distributes reports on Parts Usage for Quality, Installed Base, and Field Service metrics and other reports as required.- Manages the Purchasing function of distributed equipment and spare parts- Reports potential complaints regarding quality of product and service to appropriate quality departments.- Has an understanding of Field Service transactions and the effect of the general ledger.- Works with internal and external resources to resolve problems. Contributes as active participant in problem solving teams. Ensures subordinate participation on inter/intra organization teams as required.- Understands customer issues and assists with problem resolutions with product, procedures and policies, driving change where necessary to resolve these issues.- Participates in analysing business and customer needs, drives and supports organizational changes to address those needs.- Ensure Technical Service Support procedures are documented and personnel trained.- Ensure staffing levels and skills are appropriate to meet changing needs; aggressively seeks staffing alternatives, and identifies training and reallocation opportunities to maximize resources.- Participates in and may lead process improvement teams.-
- Works independently, developing objectives and approaches, and accountable for results.- Main Technical Service contact for International on codes change, phase out codes, HLM / ATS local invoicing in SAP, configuration check, codes list update with COGS and TP´s, etc.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Excellent communicator across all levels of the organization. Good spoken and written English (mandatory), Spanish considered as a plus.- Must be a team player, “can-do attitude”, self-motivated, reliable and proactive, with the ability to tak