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Sr. Service Partner

2 weeks ago

مصر, Egypt Medtronic Full time

**Careers that Change Lives**

**A Day in the Life**

Responsibilities may include the following and other duties may be assigned.
- Ensure quality agreements and service contracts are drafted, signed, updated and filed in contract repository
- Receive technical training requests and connect with training coordinator to fulfil training needs
- Maintain regular contact with distributors to develop relationship, flow of information between companies, help resolve issues
- Receive information from distributors about installed equipment, extended warranties, spare parts inventory levels, tools calibrated
- Monitor and audit performance and documentation of service providers - based on requirements in quality agreements and service contracts
- 1st point of contact for escalations related to urgent parts supply
- Contact point between Distributor Channel team and S&R team - ensuring compliance and alignment to both S&R and DCM policy and processes
- Support screening and onboarding new or potential distributors / service providers - assessing and helping distributors to identify and close gaps in service capability, insufficient documentation or process controls
- Support handover from distributors being terminated - follow-up to collect missing information (install base) to pass to new distributors
- Support changes in scope for distributors - when they become authorized for new product lines including equipment, prepare tools and trainings required
- Point of contact to receive requests for extended warranty and service contracts
- Develop, publish and share educational materials to help distributors understand Medtronic processes
- Working as part of a team of Service Partner and Contract Coordinators from other regions to share best practices and collaborate
- Help Pricing team to setup SP pricing for each distributor and communicate parts and price lists to distributors
- Disseminating Technical Service Manuals and Bulletins as required to ensure distributor engineers are informed on technical matters as MDT engineers.
- Draft Quality Management System documents (Work Instructions / Supporting Materials) to document how S&R interacts with service partners
- Ensure Distributor Engineer’s access to box folder and ESS Server etc are reviewed frequently
- Coordinate FSCA communication with distributor, to get Service report filled correctly and shared with PSM and Regulatory to be able close on time
- Follow up Warranty claim requests to get FOC parts shipped to distributor

**Qualifications**:

- BSc Degree (or equivalent qualification) in an appropriate field (Biomedical Engineering, Mechanical or electrical engineering) or Biomedical Technology
- Full driving license required
- Ability to understand engineering principles such as electrical, mechanical, thermodynamic and biomedical to troubleshooting without complete technical documentation
- Experience using tools such as Word, Project, Excel, PowerPoint, Visio and/or Adobe Acrobat, and Internet search engines
- Strong English or Arabic written and verbal communication skills
- Ability to work remotely, with limited supervision
- Passport or Visa allowing for worldwide travel

**JOB** EXPERIENCE**

**Essential**:

- More than 7 years relevant experience diagnosing, repairing and maintaining electronic and electro-mechanical equipment in a field service role where you are customer facing in their premises.
- Min 2-3 years Channel Management experience
- Typically resolves problems using existing solutions
- Experience and knowledge across a limited service product portfolio
- Contributes to process improvements
- Familiarity with following processes and procedures in a regulated industry.
- Experience in working in the hospital setting and knowing the organization of the different departments (procurement, theatre, service engineers etc.)
- Familiarity with being involved in pricing and contract definition.

**Desirable**
- Experienced Microsoft Office user.
- Have worked in an organization that drives customer intimacy using systems such as Customer Effort Score philosophy and system and experience of using within the customer service sector.

**SKILLS/COMPETENCIES**

**Customer Focus**

Is dedicated to exceeding the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; Establishes and maintains effective relationships with customers and gains their trust and respect.

**Business Acumen**

Knows how business works. Knowledgeable in current and future practices and trends and information affecting the medical devices business. Is aware of the competition and how strategies and tactics work in the marketplace. Can identify business and commercialization opportunities and can sell.

**Drive for Results**

Can be counted on to exceed goals successfully. Steadfastly pushes self and others for results Able to communicate and drive