Responsibilities
1. Team Management and Operations
- Train and manage the POCT technical service team of distributors, set team KPIs and supervise their implementation.
- Allocate technical service tasks, coordinate resources, and ensure rapid response to customer needs (such as installation, maintenance, calibration, etc.).
- Optimize service processes, enhance team efficiency, and reduce equipment downtime.
2. High-end Technical Support and Customer Management
- Handle complex technical issues and provide on-site support for key customers (based on the key customer list determined by the company each year).
- Regularly visit key customers, collect feedback, and drive the improvement of customer satisfaction.
- Lead customer training programs to ensure medical staff are proficient in operating the company's products.
3. Cross-departmental Collaboration and Project Management
- Collaborate with the sales team to assist in identifying risks and opportunities for key customers and help sales take corresponding countermeasures and actions.
- Interface with R&D, quality, and technical support to assist in promoting product improvements.
- Manage service-related projects, such as after-sales product sales and regional equipment proactive maintenance.
4. Compliance and Data Analysis
- Ensure technical services comply with regulations such as ISO13485 and improve the service documentation system.
- Analyze service data (such as equipment failure rates, test card failure rates, etc.) and develop preventive maintenance strategies.

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