Service Partner Manager

Overview The Service Support Manager is responsible for managing Service Support requirements for distributors & EDS and Checkpoint. Day to day, the job holder will monitor the KPI’s from a Service perspective and strive to continuously improve our Customer Experience in coordination with service management team. Primarily based in Salfords office, UK Responsibilities Renew Authorised Service Provider (ASP) agreements for EMEA distributors covering territory and project requirements Monitor due diligence of ASP deliverables and measure performance against KPI’s – revenue targets, training, paperwork, spares/consumables etc. Work with cross-functional departments to support distributors where necessary Works day-to-day with the programme management and service management team to prepare the customer support plans for each customer site by seeking information from records, Navision and other internal sources. Communicate to Management through Support Reviews or other means, updates and snapshots of the Programs including highlighting issues in a timely manner. Manages the up to date information on machine configurations and updates the records in Navision and relevant files in coordination with Configuration management department. Responsibility to have service documents up to date to satisfy the ISO requirements Works with internal production operations to get the spare parts (part numbers and versions) aligned with site BOMs. Produces the table containing the information for all internal stakeholders to access anytime Works with internal quality operations on component and parts failures to get better reliability in field and pushes for continuous improvement with the ultimate goal to reduce part replacements. Produces bi monthly report on progress Gathers information from data analysis team and produces monthly KPIs as needed by programme managers to submit to customer as per SLA. Provide regular performance and analytical reports. Extract from CRM to produce KPI’s for analyses and provides overall performance analysis of RTTs in field from the data including repeat failures, first time fix etc. Monitors site inventory requirements shipping, regulatory requirements, inventory checks, replenishments etc. in co-ordination with service supply chain. Take additional responsibilities as allocated by service senior management. Work with EMEA Service Manager for Service Delivery, project support and quotes where required Acceptable to duties being modified or assigned at any time to meet the needs of the business Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork Demonstrate behavior consistent with the company’s Code of Ethics and Conduct It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem Duties may be modified or assigned at any time to meet the needs of the business. Qualifications Minimum 5 to 10 years’ experience working in similar role Good knowledge of service functions and management A strong communicator with excellent written and oral communication skills. Able to articulate both the Product and Process Demonstrated experience at working both independently and in a team-oriented, collaborative environment is essential. Able to conform to shifting priorities, demands & timelines through analytical and problem-solving capabilities. Flexible during times of change and reacts to any adjustments promptly and efficiently. Ability to effectively prioritize and execute tasks in a high-pressure environment. Good listening and interpersonal skills and an excellent team player - Mandatory Highly fluent in English language and proficiency. Educated to degree level, preferably a Technical subject, or equivalent experience. Post-graduation a plus Highly competent with MS Office Suite, including Word, Excel, PowerPoint and Project. Experience with Microsoft CRM an advantage. Exposure to an ERP system, such as SAP or Navision, would he beneficial. Knowledge of key European languages a plus OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.