Service Product Expert

About The Position

Managing a service product throughout its entire life cycle. This involves creating comprehensive technical documents and training programs, as well as facilitating communication between internal departments to ensure accurate execution of product services and processes. The role also focuses on ensuring the profitability and market success of the service, requiring collaboration with various organizational groups and proactive problem-solving to preempt potential issues and provide effective solutions.

· Provide support to company subsidiaries, service department, distributors, and service recondition center

· Prepare technical documentation: product descriptions, service manuals, spare parts lists, technical Notes and training programs

· Manage and analyze the product service activity from profit and loss aspects, and ensures management of a profitable service in the marketplace

· Develops pricing and pricing changes and manages tariff updates in partnership with After-Sale and Finance.

· Interfaces between the field and various organizational groups like Engineering, R&D, Planning, Financial Controls/Management Accounting, Sales, Marketing, etc.

· Leads regularly scheduled meetings focused on system and operational solutions for failures, product changes, and new product development.

· Implement and integrate new products and new processes with service field teams and subsidiaries

· Define service processes, spare parts, tools, and testing criteria

· Training-lead frontal classroom training courses including theory and hands-on sessions

· Track faults and malfunctions, perform technical investigations, and apply conclusions

· Execute global service and control policy and maintain compliance with company policies and procedures

Requirements

· Mechanical/Electrical/Electro-Optics Engineer

· 3 years’ experience in international service of systems comprising mechanics, electronics, and optics; experience in the medical devices field – advantage

· Financial and analytics knowledge - Advantage

· Global projects management – Advantage

· Experience working with subsidiaries- Advantage

· Knowledge of SAP ERP system – advantage

· High level of knowledge and control in Office package (excel, PowerPoint, etc...)

· Experience in defining service processes: service levels, defining spare parts, tools, testing, tracking faults

· Experience in establishing new products from R&D and outside suppliers (OEM)

· Experience in identifying technical faults and providing effective solutions

· Knowledge and experience in developing training courses and preparing course material and class sessions

· Excellent interpersonal skills

· Ability to solve problems successfully

· Ability to work both independently as well as part of a team

· High level of English language; knowledge of other languages (German, Spanish) - advantage

· Ability to work under stress and pressure

· Highly service-oriented

· Available to travel overseas as needed