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Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound. We aim to transform the way people understand and treat hearing loss and innovate to connect people with future technologies. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. Learn and grow with us as we tackle the most complex challenges in helping more people to experience a lifetime of hearing.

Summary：

This role responsible for supervising and supporting service to improve customer experience, lead team keep the customer on the air and help them hearing better. Engage with partners to expand business and Cochlear branding reputation.  

Accountabilities:

Accountability 1:  Lead team to improve customer service experience

• Monitor and manage front of line service follow standard processes, and lead team to implement service improvement plan
• Lead team to implement and execute service improvement projects
• Collect and feedback product quality issue according to the criteria process to ensure the effectiveness of execution
• Regularly review and monitor front of line service performance, provide enhancement solutions
• Keep continues to provide support to obsolesce users to keep them on the air
• Monitor and manage service inventory, warranty replacement, repair process, etc. to shorten the lead time

Accountability 2:   Lead team to achieve service business through target and help customer hearing better

• Lead team achieve regional service business target
• Customer group segmentation with relevant business strategy, support team to promote with targeted customer
• Regular review with Install-Base team, to manage and follow up on potential customer, to increase sales conversion rate

Accountability 3: Explore business opportunities to expand market share

• Master and strengthen product knowledge study, be able to introduce to potential customers
• Lead team through activities and daily service, proactive expand the bilateral opportunities to increase penetration

Accountability 4:   Maintain the relationship with internal & external partners to expand branding influence

• Work closely with internal team to ensure the consistency of business development direction
• Maintain good relationship with rehab centers, identify and expand the scope of cooperation on business
• Cooperate with GA and sales team, seek, influence and promote sales opportunities with local DPF on expand funding to support upgrade business

Accountability 5:   Monitoring and guidance with regional related services

• Monitor and guide filed service staff implement and execution daily services
• Understand the overall service situation in the region, analysis KPIs, service performance by monthly, find out the gaps and lead team to improve
• Establish a quarterly meeting of cross functional team, to have alignment on customer experience, business, how to achieve, required support, opportunities and challenges

Accountability 6:   Team capability and management

• Understanding the required capabilities and the gaps, lead to meet the requirements of the job responsibilities
• Demonstrate and support team to better understand and implement HEAR behavior
• According to the business development demand for training requirement
• Regularly 1 on 1 review with team member

Team Role (People Manager):

• Demonstrate active involvement in the implementation and improvement of relevant quality procedures.
• Attract, develop and retain the best team to deliver Cochlear’s current and future business objectives, for example, by:

• Ensuring clarity of expectations for individuals and team
• Providing regular feedback on performance
• Providing coaching for growth and success to build individual and team capability

• Demonstrate commitment to workplace health and safety through active involvement and implementation of Cochlear’s OHS and Injury management procedures

Key Incumbent requirements:

Minimum:

· 3 years experience on directly provide services to customer

· 1-2 years working experience in medical device or related industry

· At least 1-2 years experience on team management

· Demonstrate ability to communicate effectively with customers

· Able to work a flexible schedule to meet the needs of the service business

· Able to travel frequently

· Knowledge and detail experience required: Good Chinese writing, MS office capability, good communication skills, open and collaboration

Ideal:

· Good English on reading and writing

· Ability to multitask, prioritize work efficiently and work independently

If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below.

#CochlearCareers

How we recognise your contribution

At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.

For more information about Life at Cochlear, visit www.cochlearcareers.com