Territory Operations Manager - India & Subcontinent

Overview

Lead and coordinate multiple Operations functions in the India and Subcontinent Territory, including Project Management, Service Delivery, Service Support and Clinical Training & Education, to deliver customer support and service performance aligned with APAC Operations.

What you'll do

• Participate in developing and leading the execution of the customer support strategy in the Territory to maximize long-term installed base customer loyalty.
• Lead highly effective teams, including organizational development; recruit, develop and coach functional leaders.
• Promote employee learning and development and succession planning.
• Coordinate with teams and TSM - S&W on the selection and continuous evaluation of Distributors, including transitions between Distributors.
• Develop and implement a long-term Customer and Distributor fulfillment strategy and assist in building the future Territory organization structure.
• Partner with Business Management & Development and Marketing teams to meet Systems and Upgrades sales and profitability objectives.
• Develop and drive a work culture committed to safety, compliance and quality in alignment with the Accuray Quality Management System.
• Collaborate with the Director of Field Service - APAC & China and Global functional leaders to establish operating and capital budgets.
• Drive continuous improvement initiatives to improve financial and operational performance in the Territory.
• Secure service revenues (service contracts, installations, training and spare parts sales) and profitability.
• Coordinate with regional Operations management to ensure smooth implementation and utilization of products.
• Collaborate with territory managers to drive Service performance, setting and improving processes while ensuring compliance.
• Validate Distributor Service capabilities and strengths prior to enrollment, and evaluate and implement changes in Distributor Agreements.
• Deploy effective account management practices to minimize Customer and Distributor disputes and concerns.
• Interface with the Director of Service Delivery & Revenue and Distributors to provide input on pricing, support programs, marketing and sales activities.
• Formulate a Service Marketing plan to maximize service value and achieve service growth in collaboration with Marketing.
• Coordinate with regional resources, including Training Centers, for technical and clinical training needs in the Territory.
• Verify the efficiency and effectiveness of the Territory call center with the Director of Service Support & Infrastructure.
• Monitor performance, network and warehousing of the 3PL partner in the Territory.
• Maximize spare part management and related logistics processes in the Territory.
• Develop cross-functional relationships to influence key business criteria, such as spare part consumption, and coordinate process changes.
• Define programs with other departments to increase Installed Base technical performance, such as uptime and MTBD.
• Lead efforts to develop and improve business practices, systems and processes to achieve operational excellence.
• Develop, market and execute a Territory strategy driving favorable quarter-over-quarter trends in service profitability.
• Partner with the Business Management & Development department on contract negotiation and profitable execution of service agreements.

What you'll need

• BS/BA degree required.
• 5+ years of business experience in related operations functions within multinational companies with broad-based Medical Device or Capital Equipment operating experience.
• Senior management experience in a customer-centric commercial role.
• Strong leadership with the ability to build high-performance teams through change and cultivate strong internal relationships at all levels.
• Skilled at hiring talent and providing constructive feedback for continuous people development.
• Demonstrated ability to collaborate and navigate in a matrix environment within a culturally diverse environment.
• Ability to work independently, deal with ambiguity, and grasp and retain complex concepts.
• Ability to think strategically and contribute directly to the regional growth plan.
• Executive presence and ability to develop C-suite customer relationships.
• Ability to drive process improvement, new business and cost savings initiatives.
• Self-sufficient with Advanced Microsoft Office and ERP databases.
• Excellent verbal and written communication skills and strong presentation skills in English.
• Must be able to furnish proof of authorization to work in the country of application on a permanent basis without sponsorship.

Nice to have

• MBA.
• Experience in a sales or marketing role.
• Proven experience in process engineering and productivity gains.
• Six Sigma Black Belt.

Details

• Location: Remote - India.
• Reports to the Director of Field Service - APAC & China.