Sr. Manager, Service Americas
4 weeks ago
Position Name
Sr. Manager, Service - Americas
Position Holder
N/A
Group Company
Sonova USA
Functional Area
Operations
Department
Cost Center
Reports to (Position Name):
Director of Engineering
Leadership Responsibility
☐ Yes ☒ No
Purpose of the Job
The primary purpose of the Sr. Manager, Service for the Americas is to provide end to end functional leadership by driving Operational Cost improvement programs for Service and Repair products. This role will be a Key Process Owner for the region involved in making Service related decisions tied to cost, process improvement, and process transfer. The ultimate goal is to ensure an industry-leading Service model that provides a best-in-class experience for Sonova's customers while optimizing the cost of Service.
Key Tasks & Responsibilities
End to End Service Responsibilities
* Responsible for driving service best practice across the region (North and South America), encompassing operations, commercial and finances processes - with operations being the initial focus
* Develops and holds overarching governance for service policy development and deployment for the region - cross functional leadership a core competency
* Service product management and driving implementation in operations
* Work with Global Service Teams and Global Process owners to Define and Deploy Service processes in the Region by following the SOP
* Be a Key Decision Maker in Any Service design and deployment for the Region
* Enables best practice transfer across markets, sites, businesses
Service Continuous Improvement
* Applies continuous improvement tools and methodologies to drive cost and efficiency related to service and operations (materials, labor, freight and other overhead)
* Drive the setup and validation of end to end service processes being deployed in the region
* Lead and Participate in Kaizens to help improve productivity and cost of service
* Develop a Pipeline of projects for Service to drive Cost and Revenue projects
* Work with Commercial teams to help with Revenue Projects
* Work with Regional Operations team, Site CI Leads and Site Operations leads to Help with Cost improvement projects
* Leads quality improvements in service process and in complaint management in conjunction with the quality team
Engineering & Validation:
* Leads Service Layout Changes by working with site Engineers and Streamlining the process
* Reviews and supports Validation of Service processes and Changes in the region
Project Management:
* Develop end to end plans and manage execution of projects including clear objectives, progress, influencing team members, communication and stakeholder reviews
* Work with Site Engineers and Manufacturing Personnel in deployment of Service initiatives
* Microsoft project skill is a plus
Travelling Requirement
25-30%
Qualifications
Need to have
Nice to Have
Basic Education
Bachelor's degree or equivalent
Further Education
MBA
Work Experience
* 8+ years of experience in a similar role or in a role where they have held responsibility for P&L improvement by driving continuous improvement initiatives cross functionally
* 5+ years experience in an operations role, both Continuous improvement and site leadership
* Experience in driving initiatives between operations and commercial (sales and marketing function)
* Extensive knowledge and application of project management tools, processes, and best practices
* Strong understanding of finance and how a P&L is structured
* Ability to extract and articulate key insights from large data sets to make project decisions and evaluate performance
* Successful track record of managing cross-functional collaboration
* Demonstrated understanding of organizational relationships, dependencies, escalation paths and appropriate communication
* Established ability to positively motivate and influence others to build a strong team
* Able to communicate complex topics to customers and stakeholders both verbally and in writing
Experience in working a regulated, medical devices industry
Personal Competencies
* Skilled influencer who can impact across all levels and functions of the organization and motivate others
* High energy and the ability to work with minimal supervision
* Continuous Improvement mindset
Social Competencies
* Excellent written, oral, and communication skills
* Ability to effectively work in a team environment
* Ability to work across multiple groups and functions and gain consensus as required
Leadership Competencies
* Strong capability to lead cross functionally and influence
* Collaborative, goal oriented. Transformation mindset
Professional Competencies
* Ability to manage multiple projects
* Excellent mathematical and analytical skills
* Green or Black Belt (Lean 6 Sigma)
Language(s) / Level
English
IT skills
Proficient in Microsoft Office Suite
Proficiency in ERP tools
Further Requirements
Additional Remarks:
Sonova is an equal opportunity employer.
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
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Aurora, United States Sonova Full timePosition Name Sr. Manager, Service - Americas Position Holder N/A Group Company Sonova USA Functional Area Operations Department Cost Center Reports to (Position Name): Director of Engineering Leadership Responsibility ☐ Yes ☒ No Purpose of the Job The primary purpose of the Sr. Manager, Service for the Americas is to provide end to end functional...
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