Dräger

Purpose of Function

To uphold Draeger’s reputation for technological innovation and reliability by overseeing the Draeger install base in Vietnam and providing local manufacturer service support to end-customers and partners..

Responsibilities

1. Performs installation & provides basic technical training:

• Liaisons with concerned authorities to complete the commissioning at the earliest.
• Completes the necessary documentation and submits to relevant authorities/internal department for revenue recognition.

2. Performs warranty and corrective repairs / maintenance visits

• Liaisons with BME & End-user to complete the PMs in time.
• Completes & submits documentation for timely billing & revenue recognition in every month.
• Strives for minimal response time and repair time for every corrective repair call.
• Ensures proper disinfection, labelling & short turn-around time for devices returned to Workshop for repair.

3. Feedback quality situation, market dynamics and issues from filed to the service management in his territory:

• Address escalation & seek quick solutions for technical problems encountered in Field.
• Complaint registration for Product Quality issues
• Market intelligence on service pricing & policies of competition

4. Makes constant efforts for contract development and implementation of service programs

• Warranty conversions immediately at the end of defect liability period
• Contract renewals before end of existing Contract periods.
• Ensures profitable sale of Spare parts & service.

5. Achieve Business Targets for the assigned territory:

• Achieve service revenues targets within assigned territory.
• Support the sales teams to achieve the combined territory target.
• Works towards profitable margins

6. Take responsibility for all devices in the assigned territory

• Understand where Draeger machines are installed within the assigned territory (install base)
• Make timely contact with end-customers if possible.
• Collaborate with sale team to discover service business opportunities within the assigned territory.
• Support partners to increase the service business within the territory.

7. Makes efforts to achieve customer satisfaction and appreciation

8. Ensure Draeger Vietnam is recognized as the main contact point for customers

9. Provides support to sales and marketing for congresses, exhibitions, demos, workshops, etc

Qualifications

Bachelor's degree in Electrical Engineering, Biomedical Engineering, or Mechanical Engineering.

Minimum of 3 years of experience in field service

Experience with ventilators and anesthesia devices is an advantage.

Proficiency in MS Office applications

English language skills

Business awareness and customer orientation

Analytical and problem-solving skills

Effective teamwork abilities

Good communication and presentation skills are highly desired.