Head of Service

Job Description

Job Description

About Us: 

How many companies can say they’ve been in business for over 177 years?! 

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team! 

Location: This position is located in Toronto, Canada.   

What’s the role?  

As a Head of Service, you get to work with an astonishing team that plays a vital role in Carl Zeiss Limited. Show case your skills and experience with process enhancement.

​Sound Interesting?  

Here’s what you’ll do:  

The Head of Service will be responsible for the Service P&L, planning, supporting & directing service activities to improve service excellence as well as customer satisfaction. You will also be developing and executing service strategies which support the growth of the overall Medical Technology business.  You will lead a team of Field Service Specialist (FSS) which support the complete medical portfolio of Ophthalmology Diagnostic & Surgical capital equipment in Ophthalmology, Neurosurgery, ENT, P&R, Dental, and Optometry markets. You will report directly to the Head of the Medical Technology Business and interface (collaborate and team-up) with all functions of the organization.

Primary Duties and Responsibilities:

• Lead team of Field Service Specialist (FSS) and manage the service business with the goal of growing the overall Medical Technology business and to ensure the budgeted service revenue is achieved:

• Develop, coach and empower your team members

  
  

• Give direction, drive performance and set clear goals for your team members.

• Foster teamwork among the team members and cross-divisional.

  
  

• Communicate openly and create a feedback culture in your team.

• Monitor and guide the performance of the whole Canada Medical Service Team.

  
  

• Improves Service Excellence and Operational PLS:

• Ensure quality of Service – Continuous monitoring and development of KGP service KPI’s (Net-Promoter-Score, Customer satisfaction index, Mean-time-to-repair, First Time Fix Rate, and Contract coverage rate).

  
  

• Ensuring high levels of FSS utilization through proper planning, scheduling & coordination of service jobs (with support from service admin)

• Ensure high quality standards in services rendered (repairs, installation, relocation, consultation, calibration, commissioning & preventative maintenance).

  
  

• Ensure the right, and right levels of critical spare parts are kept locally and controlling and keeping track of stock movement (loan stock).

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  Ensure the FSS are well equipped to perform their service jobs, and that it is all in good order as well as calibrated (tools, artifacts etc.)

  
  

• Customer Management – Ensure customer satisfaction and drive customer loyalty.

• Grow the Service Business (Revenue and Profitability) Year-over-Year.

  
  

• Drive business process improvements for efficiency and higher productivity.

• Grow the Service Business (Revenue and Profitability) Year-over-Year.

  
  

• Drive business process improvements for efficiency and higher productivity and lead digital transformation in Service.

• Develop and execute Service Strategies which improve Customer experience, business revenues, internal productivity or operational efficiency.

  
  

• Work with Sales on Key Projects and Accounts. Provide Sales support (if and when necessary).

• Liaison work involving spare parts ordering, shipment, installation and after sales service which interact between sales, logistics, customers and application specialists etc.

  
  

• To actively participate in the NPS, CPO process and comply to all ISO and other regulatory requirements.

• Participate in product & technical knowledge by attending training programs organized by the Company and through discussions.

  
  

• Assist in Regional Service or Sales Projects, as and when assigned.

• Align with the Global Service Team and execute strategies and develop local implementation measures.

  
  

• Provides monthly/quarterly reports to local and global management.

• Promote the value proposition of service and customer support in specific sales opportunities.

  
  

• Identify and develop best practices across the entire team to drive service productivity.

• Develop, coordinate and execute training plans and staff development to support servicing of installed base and new instrument release.

  
  

• Manage customer escalations and second level support with the headquarter organizations.

• Develop competitive and attractive service offerings including service contracts, support agreements and after-sales offerings.

  
  

• Interface with the Regional Directors, Customer Care Manager and respective team to ensure process standardization, implementation of service strategy, management of FSEs and relevant compliance.

• Ensure technical competency of the technical service team, plan training in line.

  
  

• Customer relationship management through customer visits.

Do you qualify?

•  Degree in Engineering or related discipline, MBA is an asset.

• Minimum ten (10) years of experience or equivalent industry experience in a similar role and with a minimum of five (5) years field experience.

  
  

• Excellent ability to resolve issues quickly while maintaining high accuracy and efficiency under pressure.

• Knowledge of medical equipment troubleshooting, repair processes, and industry standards.

  
  

• Strong focus on maintaining and building positive client relationships.

• Strong leadership skills with extensive experience in personnel management including recruitment, performance appraisals and staff development.

  
  

• Highly developed interpersonal, communication, negotiation, analytical and problem-solving skills.

• Developed financial and budget management and strategic planning skills.

  
  

• Knowledge and experience in asset management systems and practices.

• Understanding and experience with field management solutions, customer care management and dispatch is an asset.

  
  

• Exceptional customer service orientation and communication skills.

• The ability to work under pressure with accuracy, clear and focused problem solving and decision-making skills, enabling quick and accurate resolution of issues.

  
  

• Strong analytical skills in interpreting service data, identifying trends, and implementing improvements.

• Skills and experience (including

  
  

• SAP, CRM, word, excel, access and specialized software).

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  Understanding of key technologies and market requirements in medical devices. 

  
  

We have amazing benefits to support you as an employee at ZEISS!  

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  Medical  

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  Vision  

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  Dental  

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  RPP 

• Employee Assistance Program  

  
  

• Paid time off including vacation, personal, and sick days 

• The list goes on!   

  
  

Head ZEISS is an equal opportunity employer.