Service & ITS Manager - Central & Eastern (Riyadh)

In our line of work, life isn’t a given - it’s the ultimate goal. When life takes an unexpected turn, our technology and solutions enable caregivers to make informed diagnostic decisions to improve patient care. This is our shared purpose at Radiometer and what unites all +4000 of us - no matter our roles or where in the world we’re located. Creating impactful innovations like ours doesn’t happen overnight - it requires uncompromising persistency, passion, and a desire to make a difference. Here, you can learn, grow, and chart an uncommonly diverse career. 

Radiometer is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges. 

We are looking to hire a strategic Service & ITS Manager to lead service & IT team for driving focus on Customer Excellence and strengthening the Radiometer offering in healthcare. Develop a deep understanding of the customers strategic goals and structure and align with Radiometer’s messaging and solutions to promote growth of the business.

This position is part of Service & ITS Function based in Riyadh, Saudi Arabia and will be working in Hybrid Work Set-up. At Radiometer, our vision is to improve global healthcare with reliable, fast, and easy patient diagnoses.

This position will be a part of the Commercial function and report to the General Manager. The core area of responsibility is developing a high level of technical expertise in blood gas and POC-IA analyzers & must have high level of expertise in the field of POC IT Solutions to ensure service quality standards and best practices are followed. If you thrive in a multifunctional & fast paced role and want to work to build a world-class Service & IT organization—read on.

In this role, you will have the opportunity to:

• Relentlessly attract, engage, and develop people. Build strong relationships by establishing significant credibility, trust, support within the team, and develop strong followership.
• Manage service & ITS operations in the territory by directing the service & IT team for ensuring customer excellence though pre and post sales activities.
• Drive KPIs related to growing Service & ITS revenue, installation base, PPM attachment rate and digital services with support from Service & ITS team.
• Ensure optimal inventory level of spare parts for the region by establishing customized goals for the territory in collaboration with Commercial Team.
• Systematic planning & implementation related to upgrading ITS solutions, preventative maintenance (PMs), Field Action Notes (FANs) and Field Technical Update (FTUs) for successful closure with the support from team and report-out to Global organization.
• Responsible for service escalation process with focus on continues improvement. Leverage right resources to provide quick solutions to breakdowns, thereby improve customer Turn Around Time (TAT) and maximize customer satisfaction.
• Setting clear performance expectations and provide ongoing coaching and feedback to drive individual and team success.
• Utilize CRM system to track installation base, service activities, customer interactions, and manage customer relationships efficiently.

The essential requirements of the job include:

• University graduation in Biomedical Engineering, Clinical Engineering, Electrical Engineering or equivalent with IT diploma.
• 10+ years relevant experience in trouble shooting, networking and software applications preferably in the healthcare industry, selling into the hospitals or acute care space with a strong preference in point of care.
• Minimum 5 years’ proven experience in leading a team.
• Practical experience in networking and software applications such as MSSQL, Active Directory, MS Report Builder, preferably in the healthcare industry Windows Server environments along with knowledge of Operating systems:  Windows, Windows Server, Android, iOS, Basic Network and Security, Basic ITIL Knowledge, Basic System Integration Knowledge.
• Skilled in Microsoft Office Tools & CRM.
• Travel: Upto 25%

Hybrid Work Set-up:

At Radiometer we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Radiometer can provide.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.