Director of Service Delivery

Vor 6 Tagen

Morges, Schweiz Accuray Vollzeit

Give hope. Give health. Make your mark in the fight against cancer.

At Accuray, we make a direct and powerful impact on the lives of cancer patients every day — helping them live longer, better lives. But our commitment to innovation offers a truly unique opportunity: the chance to change the fight against cancer — helping to develop, introduce and support new treatment delivery systems and software that will give new hope and new health to cancer patients and cancer survivors around the world.

Accuray develops, manufactures and sells radiotherapy systems for alternative cancer treatments. Our radiation therapy for cancer makes treatment shorter, safer, personalized and more effective, ultimately enabling patients to live longer, better lives.

**Job Description**:
Director of Service Delivery & Revenue - EIMEA

SUMMARY:
The Director of Service Delivery & Revenue is responsible for leading Service Delivery functions, addressing Customers and Distributors Service needs. Cooperating with all EIMEA departments, this individual will implement a detailed service strategy plan to ensure overall satisfaction with Accuray Products and Services, within our current and future Installed Base across EIMEA Direct and Distributors markets.

This individual will achieve success by providing leadership, alignment and mentoring to Service Delivery Managers and Field Service employees, managing Customer and Distributors relationships to continuously improve our Service practices.

REPORTING TO/DEPARTMENT:
This position reports to the Vice President Operations, EIMEA.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
LEADERSHIP & MANAGEMENT
- Develop a Service Delivery strategy to sustain growth and target excellence of the Service Delivery organization, creating a “Best-in-Class” Field Service & Distributors networks focusing on Customer satisfaction.
- Lead a highly effective Service Delivery team including organization development. Recruit, develop and coach Managers while providing common direction to all Service Delivery employees.
- Promote employee learning & development and succession planning methodologies resulting in a committed, loyal and high performing organization.
- Assist Regional Service Managers and Regional Business Directors in selecting, maintaining, and evaluating Distributors in their respective regions (including transitions from one distributor to another).
- Develop and implement a long-term Customer & Distributor fulfillment strategy; assist in building the future organization structure; embed a Customer - and Distributor-oriented perspective and approach across all functional areas of the business.
- Partner with the EIMEA Business Management & Development and Marketing teams to build a collaborative, Customer-focused relationship with our Customers and Distributors to support system sales.
- Ensure safety and quality requirements are pro-actively addressed and implemented and report safety and quality issues raised by Customers or staff.
- Supports Accuray’s Quality System and Safety and Health Program by following procedures and mentoring others.
- Develop and drive a work culture committed to compliance, quality and Customer focus.

OPERATIONAL ACCOUNTABILITIES
- Be accountable to ensure preventive maintenance inspections, corrective maintenance, field modifications and systems repairs are done per schedule, contract requirement and to Customer’s satisfaction.
- Secure service revenues (including service contracts) and profitability.
- Establish operating and capital budgets by region.
- Define effective account management practices to minimize Customers and Distributors disputes or concerns while fostering proactive and predictive account management.
- Assist in developing effective business metrics to gauge the performance of the Service Delivery department (Employees and Distributors)
- Own the overall Service Delivery performance of the EIMEA Distributor network, setting and improving processes, while ensuring compliance. Validate Distributor Service capabilities and strengths prior to enrollment. Evaluate and implement changes in Distributor Agreements.
- Interface with Regional Service Managers and Distributors to provide input on pricing, support programs, marketing and sales activities. Formulate a Service Marketing plan to maximize service value and achieve business goals for service growth in collaboration with Marketing

PERFORMANCE MANAGEMENT
- Partner with the Business Management & Development department for effective contracts negotiation, being accountable for profitable execution of those service agreements.
- Set and implement programs with other departments to increase installed base technical performance (i.e uptime, MTBF, MTTR, MTBI). Execute on continuous improvement plans.
- Lead efforts to develop and improve business practices, systems and processes; maximize resources and achieve operational excellence (e.g., cost effectiveness, Customer satisfaction, account manage

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