Services Lifecycle Manager – Indonesia

The role of the Lifecycle Manager is to enable, facilitate and support Aftersales, Service Sales and Marketing in Indonesia. The person will be responsible for directly selling, Upgrades, Post warranty maintenance and Service support including bundled with new capital equipment (point of sale “POS”), warranty conversions, existing contract renewals and install base without contract coverage by understanding customer needs and appropriately positioning Elekta Care support offerings value to improve post warranty contract penetration.

The Lifecycle Manager will be directly responsible for achieving financial targets in Indonesia by managing the total selling process by partnering with the broader Elekta account teams, local distributor, working with the Management team to achieve Service Sales of Elekta product portfolio and its associated products and services.

The Lifecycle Manager will take ownership of driving service business go-direct implementation plan.

The Lifecycle Manager will drive the lifecycle of our customer’s solutions and ensure a continuous approach from purchase to replacement.

The Lifecycle Manager will also utilize support and assistance from other Elekta functions to support customer interactions with product delivery, installation, customer service support, and ensuring customer acceptances are signed and customer payments are made according to the sales contract.

Assist in developing the Service Sales strategy for Indonesia in alignment with the Regional Service Sales strategy and creating both short-term and long-term objectives for continuous service improvement.

Responsibilities :

• Drive efficiency programs identified by self or others within Elekta.
• To attend and represent Elekta at conferences, symposiums, shows and other events as required.
• Perform other related duties as assigned or requested.
• The financial performance of Service organisation in Indonesia and ensure that all financial metrics are delivered according to budget & Forecast.
• Direct the development and implementation of the approved service sales plan in conjunction with Head of Service Operations Indonesia.
• Develop, implement, maintain, and follow Quality procedures as they pertain to company policy.
• Drive“stand alone” services & service contract business.
• Identify sales opportunities into existing customer sites and into to new sites in close collaboration with the local sales teams.
• Responsible for Service business budgets, forecasting and targets as defined in Elekta budget process.
• Support the sales team with professional service consultancy to increase customer usage of products and additional sales.
• To provide support on answering tender document.
• Implement given actions to achieve the sales goals defined by the commercial lead of each project.
• Incorporate Elekta Values into all departmental functions and responsibilities.
• Drive the aftersales and consumable business.
• Identify and implement solutions to reduce cost of services.
• Make service consultancy presentations and demonstrations when required.
• Promote continuous improvement and be a change agent.
• Drive Service marketing communication & promotion, inline with global initiatives.
• Maximise the value of services, optimize contract value.
• Drive the service go-direct implementation plan, coordinate with regulatory team, finance team and sales team to ensure the go-direct requirements are fulfilled as planned. Support Sales in reaching their objectives (customer satisfaction, sales support, service efficiency and effectiveness).
• Maximise service contract coverage.

Authorities :

• To take decisions in order to secure sales within the company guidelines.
• To propose pricing, configurations and solutions of Elekta’s services to the customers
• Exercises judgement within defined procedures and practices to determine appropriate action

Education and/or Experience / Qualifications :

• Demonstrated strong business comprehension and acumen.
• Effective team building skills, organizational and staff development.
• Experience in managing service P&Ls.
• Strong multi-tasker and experience covering a broader region (along with all the travel it requires).
• Fluent in Bahasa Indonesia & English.
• Strong knowledge/understanding of Elekta's product portfolio.
• Solid knowledge and experience of the medical devices industry, experience in service sales and marketing is preferred.
• Demonstrated aptitude for strategic thinking and the ability to implement through others.
• Excellent team player at all levels and strong interpersonal skills.
• Personality based on strong ethical standards, values and good judgement.
• Results oriented, operative with excellent analytical skills.
• Executive presence with excellent communication skills (verbal and written). Ability to speak and present publicly.
• Bachelor’s Degree (clinical or business oriented) or equivalent knowledge acquired through business experience.
• Successful sales and negotiation experience. Capital medical equipment sales experience is highly meritorious.
• Proven track record in driving Field Service and Support Service efficiency initiatives.
• Excellent communication skills, both written and verbal. Skilled speaker and representative in social contacts.
• The position requires extensive travel at approximately 50%.
• Persistent, enduring and prepared to make strong personal commitments.
• Flexible, adaptable style with focus on delivery of results.
• Strong in building and maintaining customer focus and customer relationships.
• Ability to work autonomously.
• Strong in building and maintaining successful and effective working relatationships
• Computer skills in MS Office, email & CRM eg: Salesforce etc.