National Service Manager

Job Summary The Service Delivery Manager is responsible for overseeing branch-level service operations, ensuring high-quality customer service delivery, and driving service revenue growth. This role develops and implements local service strategies, manages customer relationships, and ensures efficient service processes. The position also plays a key role in team leadership, channel development, and cross-functional collaboration with sales and marketing teams to support overall business objectives. Key Responsibilities Service Delivery Oversee branch customer service operations and develop localized service delivery strategies. Manage customer complaints and feedback to ensure timely resolution and continuous improvement. Establish and maintain service delivery processes, including escalation procedures and service performance monitoring. Ensure consistent, high-quality service standards across branch operations. Customer Management Support the development and implementation of service policies aimed at improving customer satisfaction. Build and maintain strong relationships with clinical customers and biomedical engineers. Act as a key point of contact for service-related concerns and customer engagement initiatives. Monitor service quality and identify opportunities to enhance the overall customer experience. Business Management Ensure achievement of the branchs service revenue targets. Optimize service revenue structure and identify new service opportunities. Manage service-related expenses and ensure compliance with operational and financial guidelines. Monitor service performance metrics and drive operational improvements. Channel Development Develop and implement channel service planning and management strategies. Promote the growth and effectiveness of service channels. Strengthen the capabilities of channel service teams through training and development initiatives. Build benchmark channels, platform partners, diversified service channels, and third-party service revenue streams. Team Management Lead and develop the branch service team to ensure high performance and operational efficiency. Provide coaching and guidance to improve employees technical, professional, and service delivery skills. Manage service operations workflows and ensure compliance with service processes. Foster a collaborative and results-driven team environment. Sales & Marketing Collaboration Collaborate with sales and marketing teams to support business growth and revenue targets. Develop synergy mechanisms between service operations and commercial teams. Provide operational and technical support for major marketing initiatives and projects. Drive service team contributions toward achieving overall sales objectives. Qualifications Bachelors degree in Business Administration, Engineering, Healthcare Technology, or a related field. Proven experience in service operations, service delivery management, or customer service leadership. Strong background in customer relationship management and service process improvement. Experience managing service teams and driving operational performance. Strong analytical, leadership, and problem-solving skills. Excellent communication and stakeholder management abilities.