at Phonak in Aurora, Illinois, United States
Job Description
Who we are
You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life's unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.
If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.
Join Sonova. Create sense.
Aurora (IL), United States
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... For full info follow application link.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
