Sr. Mgr., Service Business - LAD

About the role

Working Location: Florida, Miami; Florida, Orlando. Workplace Flexibility: Remote.

For over 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. We live each day by our philosophy, True to Life, developing medical technologies and improving the quality of patient care so that people everywhere can pursue their wishes, dreams, and lives. Our five core values empower us to achieve our purpose: Patient Focus, Integrity, Innovation, Impact and Empathy.

The primary goal is to concentrate on the Service Brand, adopting a strategic approach to achieve improved financial outcomes through Customer Satisfaction and delivering an appropriate value proposition for the target market segment. This will be achieved by conducting a clear potential assessment and implementing actions to enhance customer acceptance, thereby increasing market share. The strategy involves segmentation and promoting the Service Brand, creating differentiation through value propositions, and managing the Field Team to align with the value proposition.

Responsibilities

• Manage the Field Service leaders to cascade the actions to achieve customer satisfaction levels aligned with the strategies.
• Lead the initiatives to deploy the service strategies in the countries in partnership with commercial leaders and direct with Service Business Supervisors and Coordinators.
• Prepare management reports for the board of directors and presentations on technical activities for discussion at management meetings.
• Implement a data-driven approach to building a marketing strategy.
• Conduct continuous surveillance of the market and competitive landscape to assess and make recommendations for future product/service needs to help achieve business goals.
• Define new market opportunities and boost current ones with compelling business cases for expanding market presence.
• Own Customer Satisfaction program using insights to create action around improving the experience customers have with the Service brand and through field service team spreading the customer-centric organization culture.
• Manage the Service Business Supervisors/coordinators to cascade the service strategy into actions to achieve the expected business growth.
• Regularly focus on metrics like ‘gross margin by contract category' (finance data) and equipment attach rate' (sales data) to determine prioritization of messages and campaigns.
• P&L Management for Service BU.
• Provide support to sales teams in the fulfilment of their responsibilities with customers, performance results, professional qualification, and adherence to organizational standards and procedures by means of planning and follow-up meetings, training, and supervision of the activities performed.
• Act as lead steward for the Service