Sr. Manager, Service Americas

Position Name

Sr. Manager, Service - Americas

Position Holder

N/A

Group Company

Sonova USA

Functional Area

Operations

Department

Cost Center

Reports to (Position Name):

Director of Engineering

Leadership Responsibility

Yes No

Purpose of the Job

The primary purpose of the Sr. Manager, Service for the Americas is to provide end to end functional leadership by driving Operational Cost improvement programs for Service and Repair products. This role will be a Key Process Owner for the region involved in making Service related decisions tied to cost, process improvement, and process transfer. The ultimate goal is to ensure an industry-leading Service model that provides a best-in-class experience for Sonova's customers while optimizing the cost of Service.

Key Tasks & Responsibilities

End to End Service Responsibilities

• Responsible for driving service best practice across the region (North and South America), encompassing operations, commercial and finances processes - with operations being the initial focus
• Develops and holds overarching governance for service policy development and deployment for the region - cross functional leadership a core competency
• Service product management and driving implementation in operations
• Work with Global Service Teams and Global Process owners to Define and Deploy Service processes in the Region by following the SOP
• Be a Key Decision Maker in Any Service design and deployment for the Region
• Enables best practice transfer across markets, sites, businesses

Service Continuous Improvement

• Applies continuous improvement tools and methodologies to drive cost and efficiency related to service and operations (materials, labor, freight and other overhead)
• Drive the setup and validation of end to end service processes being deployed in the region
• Lead and Participate in Kaizens to help improve productivity and cost of service
• Develop a Pipeline of projects for Service to drive Cost and Revenue projects
• Work with Commercial teams to help with Revenue Projects
• Work with Regional Operations team, Site CI Leads and Site Operations leads to Help with Cost improvement projects
• Leads quality improvements in service process and in complaint management in conjunction with the quality team

Engineering & Validation:

• Leads Service Layout Changes by working with site Engineers and Streamlining the process
• Reviews and supports Validation of Service processes and Changes in the region

Project Management:

• Develop end to end plans and manage execution of projects including clear objectives, progress, influencing team members, communication and stakeholder reviews
• Work with Site Engineers and Manufacturing Personnel in deployment of Service initiatives
• Microsoft project skill is a plus

Travelling Requirement

25-30%

Qualifications

Need to have

Nice to Have

Basic Education

Bachelor's degree or equivalent

Further Education

MBA

Work Experience

-8+ years of experience in a similar role or in a role where they have held responsibility for P&L improvement by driving continuous improvement initiatives cross functionally

- 5+ years experience in an operations role, both Continuous improvement and site leadership

- Experience in driving initiatives between operations and commercial (sales and marketing function)

- Extensive knowledge and application of project management tools, processes, and best practices

- Strong understanding of finance and how a P&L is structured

- Ability to extract and articulate key insights from large data sets to make project decisions and evaluate performance

- Successful track record of managing cross-functional collaboration

-Demonstrated understanding of organizational relationships, dependencies, escalation paths and appropriate communication

- Established ability to positively motivate and influence others to build a strong team

-Able to communicate complex topics to customers and stakeholders both verbally and in writing

Experience in working a regulated, medical devices industry

Personal Competencies

- Skilled influencer who can impact across all levels and functions of the organization and motivate others

- High energy and the ability to work with minimal supervision

- Continuous Improvement mindset

Social Competencies

-Excellent written, oral, and communication skills

-Ability to effectively work in a team environment

- Ability to work across multiple groups and functions and gain consensus as required

Leadership Competencies

-Strong capability to lead cross functionally and influence

-Collaborative, goal oriented. Transformation mindset

Professional Competencies

-Ability to manage multiple projects

-Excellent mathematical and analytical skills

-Green or Black Belt (Lean 6 Sigma)

Language(s) / Level

English

IT skills

Proficient in Microsoft Office Suite

Proficiency in ERP tools

Further Requirements

Additional Remarks: