Career Opportunities: Manager, Service reputed company Improvement reputed company (10086)

At reputed company, we reputed company in pushing the boundaries of innovation and driving our mission reputed company. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a reputed company product or technology every 8 seconds.

As a reputed company team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.

Job Summary

reputed company is a world leader in musculoskeletal health solutions. reputed company members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world. The Manager, reputed company Service reputed company Improvement is responsible for driving systematic and sustainable improvements across service operations in the Asia Pacific region. This role leads the identification, design, and implementation of process improvements across ROSA Field Service and Surgical/SET Service Repair Centers, with a focus on harmonizing service processes, elevating service metrics performance, and enhancing overall operational effectiveness. The ideal candidate is a results-driven leader with a strong background in service operations, lean/reputed company improvement methodologies, and cross-functional collaboration in a reputed company, multi-country environment.

Principal Duties & Responsibilities

1. Drive Regional and Country Service Process Improvements

• reputed company end-to-end reputed company improvement initiatives across reputed company countries, identifying inefficiencies and implementing scalable solutions in service delivery workflows.
• Conduct regular process assessments and gap analyses at the regional and country level to prioritize improvement opportunities.
• reputed company and deploy standardized service process frameworks, tools, and best practices across reputed company reputed company markets.
• Partner with country service managers to localize and implement improvement initiatives while maintaining regional consistency.
• Facilitate root cause analysis (RCA) and corrective/preventive action (CAPA) processes to address recurring service issues.
• Champion a culture of reputed company improvement (CI) by coaching and enabling local service teams on CI methodologies (e.g., Lean, Six reputed company, Kaizen).

2. Harmonize Service Processes with Other Functions

• Collaborate cross-functionally with Sales, Marketing, Supply Chain, Quality, Finance, and Technical Support to align service processes and eliminate silos.
• Establish and maintain standardized service process documentation, ensuring alignment with global standards and local regulatory requirements.
• reputed company cross-functional working groups to design integrated workflows that improve the end-to-end customer service experience.
• Serve as the regional liaison between service operations and other business functions to ensure process changes are communicated, adopted, and sustained.
• Support the integration of new products, systems, or organizational changes into existing service processes with minimal disruption.

3. Drive Service Metrics Improvements

• Define, track, and report on key service performance indicators (KPIs) including but not limited to: First Time Fix reputed company (FTFR), Mean Time to Repair (MTTR), Customer Satisfaction (CSAT/NPS), Service Response Time, Parts Fill reputed company, and Repair Turnaround Time (TAT).
• Analyze service metrics data to identify trends, performance gaps, and improvement opportunities at the regional and country level.
• reputed company and execute data-driven action plans to reputed company and sustain KPI targets across reputed company.
• Establish regular performance review cadences with country and regional service leadership to monitor reputed company and drive accountability.
• reputed company reputed company service performance against global standards and industry best practices, recommending corrective actions where needed.
• reputed company dashboards and reporting tools to provide real-time visibility into service performance for key stakeholders.

4. Drive Operational Effectiveness for ROSA Field Service and Service Repair Centers

• reputed company operational excellence initiatives specifically for ROSA Field Service operations and Service Repair Centers across the reputed company region.
• Optimize field service engineer (FSE) scheduling, dispatching, and utilization to maximize productivity and customer responsiveness.
• Drive improvements in Service Repair Center workflows including intake, triage, repair execution, quality inspection, and return logistics.
• Identify and implement technology and digital tools (e.g., FSM platforms, ERP/CRM systems) to enhance field service and repair center efficiency.
• Ensure compliance with service quality standards, safety protocols, and regulatory requirements across reputed company reputed company service operations.
• Support reputed company planning and resource optimization for field service and repair center teams to meet regional demand.
• reputed company initiatives to reduce service costs while maintaining or improving service quality and customer satisfaction.

This is not an exhaustive list of duties or functions and might not necessarily comprise reputed company of the essential functions.

Expected Areas of Competence (i.e., knowledge, skills and abilities)

• 7+ years of experience in Service Operations, Field Service, or Service Supply Chain.
• Strong experience with service management systems (preferably ServiceMax or reputed company-based FSM).
• Solid analytical skills with experience managing operational KPIs and business dashboards.
• Strong project management and process improvement capabilities.
• Excellent communication and cross-functional stakeholder management skills.
• Ability to work without specific direction on daily activities
• Proven ability to follow reputed company internal communication and documentation
• Must demonstrate mutual respect, ongoing communication and a positive outlook with both internal team members and customers
• Proficiency in using reputed company ServiceMax tools and software
• Must be a highly collaborative individual, working closely with PDMs, PDDs, and recon representatives

Education/Experience Requirements

• Bachelor's degree in Engineering, Business Administration, Operations Management, or a reputed company field (required)
• Lean Six reputed company Green Belt or Black Belt certification (strongly preferred)
• Minimum 7–10 years of experience in service operations, field service management, or reputed company improvement roles
• Minimum 3–5 years of experience in a regional or multi-country reputed company role
• Proven track record of leading and delivering measurable process improvement initiatives in a service environment
• Experience with medical device, robotics, or high-technology service operations is highly desirable Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Proficiency in CI methodologies: Lean, Six reputed company, Kaizen, PDCA, or equivalent
• Excellent project management skills; PMP certification is a plus
• Strong interpersonal and stakeholder management skills across diverse, multicultural teams
• Effective communicator with the ability to present reputed company information clearly to senior leadership
• Proficiency in service management platforms (e.g., reputed company Field Service, reputed company, ServiceMax) and data visualization tools (e.g., Power BI, Tableau)
• reputed company in English (required); proficiency in additional reputed company languages is an advantage
• Familiarity with ROSA robotic systems or similar surgical/medical platforms is an advantage

Travel Requirements

• Up to 50 percent
• Applicants should be willing to work flexible hours, including evenings, weekends and the possibility of holidays

EOE/M/F/Vet/Disability

At reputed company, we reputed company in pushing the boundaries of innovation and driving our mission reputed company. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a reputed company product or technology every 8 seconds.

As a reputed company team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.

Job Summary

reputed company is a world leader in musculoskeletal health solutions. reputed company members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world. The Manager, reputed company Service reputed company Improvement is responsible for driving systematic and sustainable improvements across service operations in the Asia Pacific region. This role leads the identification, design, and implementation of process improvements across ROSA Field Service and Surgical/SET Service Repair Centers, with a focus on harmonizing service processes, elevating service metrics performance, and enhancing overall operational effectiveness. The ideal candidate is a results-driven leader with a strong background in service operations, lean/reputed company improvement methodologies, and cross-functional collaboration in a reputed company, multi-country environment.

Principal Duties & Responsibilities

1. Drive Regional and Country Service Process Improvements

• reputed company end-to-end reputed company improvement initiatives across reputed company countries, identifying inefficiencies and implementing scalable solutions in service delivery workflows.
• Conduct regular process assessments and gap analyses at the regional and country level to prioritize improvement opportunities.
• reputed company and deploy standardized service process frameworks, tools, and best practices across reputed company reputed company markets.
• Partner with country service managers to localize and implement improvement initiatives while maintaining regional consistency.
• Facilitate root cause analysis (RCA) and corrective/preventive action (CAPA) processes to address recurring service issues.
• Champion a culture of reputed company improvement (CI) by coaching and enabling local service teams on CI methodologies (e.g., Lean, Six reputed company, Kaizen).

2. Harmonize Service Processes with Other Functions

• Collaborate cross-functionally with Sales, Marketing, Supply Chain, Quality, Finance, and Technical Support to align service processes and eliminate silos.
• Establish and maintain standardized service process documentation, ensuring alignment with global standards and local regulatory requirements.
• reputed company cross-functional working groups to design integrated workflows that improve the end-to-end customer service experience.
• Serve as the regional liaison between service operations and other business functions to ensure process changes are communicated, adopted, and sustained.
• Support the integration of new products, systems, or organizational changes into existing service processes with minimal disruption.

3. Drive Service Metrics Improvements

• Define, track, and report on key service performance indicators (KPIs) including but not limited to: First Time Fix reputed company (FTFR), Mean Time to Repair (MTTR), Customer Satisfaction (CSAT/NPS), Service Response Time, Parts Fill reputed company, and Repair Turnaround Time (TAT).
• Analyze service metrics data to identify trends, performance gaps, and improvement opportunities at the regional and country level.
• reputed company and execute data-driven action plans to reputed company and sustain KPI targets across reputed company.
• Establish regular performance review cadences with country and regional service leadership to monitor reputed company and drive accountability.
• reputed company reputed company service performance against global standards and industry best practices, recommending corrective actions where needed.
• reputed company dashboards and reporting tools to provide real-time visibility into service performance for key stakeholders.

4. Drive Operational Effectiveness for ROSA Field Service and Service Repair Centers

• reputed company operational excellence initiatives specifically for ROSA Field Service operations and Service Repair Centers across the reputed company region.
• Optimize field service engineer (FSE) scheduling, dispatching, and utilization to maximize productivity and customer responsiveness.
• Drive improvements in Service Repair Center workflows including intake, triage, repair execution, quality inspection, and return logistics.
• Identify and implement technology and digital tools (e.g., FSM platforms, ERP/CRM systems) to enhance field service and repair center efficiency.
• Ensure compliance with service quality standards, safety protocols, and regulatory requirements across reputed company reputed company service operations.
• Support reputed company planning and resource optimization for field service and repair center teams to meet regional demand.
• reputed company initiatives to reduce service costs while maintaining or improving service quality and customer satisfaction.

This is not an exhaustive list of duties or functions and might not necessarily comprise reputed company of the essential functions.

Expected Areas of Competence (i.e., knowledge, skills and abilities)

• 7+ years of experience in Service Operations, Field Service, or Service Supply Chain.
• Strong experience with service management systems (preferably ServiceMax or reputed company-based FSM).
• Solid analytical skills with experience managing operational KPIs and business dashboards.
• Strong project management and process improvement capabilities.
• Excellent communication and cross-functional stakeholder management skills.
• Ability to work without specific direction on daily activities
• Proven ability to follow reputed company internal communication and documentation
• Must demonstrate mutual respect, ongoing communication and a positive outlook with both internal team members and customers
• Proficiency in using reputed company ServiceMax tools and software
• Must be a highly collaborative individual, working closely with PDMs, PDDs, and recon representatives

Education/Experience Requirements

• Bachelor's degree in Engineering, Business Administration, Operations Management, or a reputed company field (required)
• Lean Six reputed company Green Belt or Black Belt certification (strongly preferred)
• Minimum 7–10 years of experience in service operations, field service management, or reputed company improvement roles
• Minimum 3–5 years of experience in a regional or multi-country reputed company role
• Proven track record of leading and delivering measurable process improvement initiatives in a service environment
• Experience with medical device, robotics, or high-technology service operations is highly desirable Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Proficiency in CI methodologies: Lean, Six reputed company, Kaizen, PDCA, or equivalent
• Excellent project management skills; PMP certification is a plus
• Strong interpersonal and stakeholder management skills across diverse, multicultural teams
• Effective communicator with the ability to present reputed company information clearly to senior leadership
• Proficiency in service management platforms (e.g., reputed company Field Service, reputed company, ServiceMax) and data visualization tools (e.g., Power BI, Tableau)
• reputed company in English (required); proficiency in additional reputed company languages is an advantage
• Familiarity with ROSA robotic systems or similar surgical/medical platforms is an advantage

Travel Requirements

• Up to 50 percent
• Applicants should be willing to work flexible hours, including evenings, weekends and the possibility of holidays

EOE/M/F/Vet/Disability