The Operations team partners closely with ResMed's five business leaders to understand their needs then providing a variety of products and services to help them meet those needs including Customer and Technical Services, Global Quality Assurance and Regulatory Affairs, Supply Chain, manufacturing, logistics and distribution. Focused on enabling new product introduction and operating excellence, our team strives to improve time to market for new products and services, improve efficiencies in our cross-functional processes, and improve our supply chain through digitization and automation to increase value add to our customers.
The Technical Services Manager, Americas primary role is responsible for the leadership and operations of the Technical Services function in the Americas. The Manager will lead a team of up to 50 direct and indirect reports across two sites. The role will primarily focus on service delivery performance while driving process improvements resulting in cost reduction and enhanced service offerings.
Let's talk about Responsibilities
Direct daily operations of the service department in the area of failure analysis, field operations and Internal training.
Leads all workforce development efforts, including: coaching and development, performance management and succession planning.
Partners with learning resources to provide technical and procedural training to the teams.
Develop and drive departmental metrics including daily, weekly and monthly reporting on service performance and productivity.
Measuring individual and team performance.
Analyzes trends and escalations to find root-causes and implements solutions to enhance customer experience and improve efficiency.
Plans and allocates resources to ensure team availability to resolve customer issues/repairs in a timely fashion.
Identifies Business Excellence opportunities and partners with cross-functional teams, as needed, to implement.
Partners with Quality Assurance and Regulatory teams to ensure that Quality and Regulatory guidelines are strictly adhered to at all times.
Develops strong relationships with other departments
Let's talk about Qualifications and Experience
Bachelors degree or equivalent experience in lieu of degree
Minimum of 3 years project management experience.
Experience working in a matrix environment or on a cross-functional team.
Able to coordinate multiple priorities simultaneously.
Demonstrates initiative and a sense of urgency for achieving results.
Strong problem solving skills including working effectively across functions and locations.
Strong negotiation, presentation, listening and communication skills at all levels (internal, external, global)
Cross cultural awareness and sensitivity with ability to adapt style to fit culture.
Experience with global business knowledge and supply chain integration.
Understanding of sales and distribution channels.
Experience with Oracle or comparable Supply Chain/Logistics systems, CRM systems
Experience across multiple businesses, division and/or technologies.
Certified Six Sigma Green belt, Certified Black Belt preferred.
Minimum of 4-5 years of related experience.
Applies acquired expertise and exercises judgment to analyze and solve problems without clear precedent.
Analysis of situation or data requires review of relevant factors.
Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!