Serviceability Manager

Barco is going through a major transformation towards the delivery of Experiences based on hardware, software and services.
Being part of the Surgical and Modality Services team, you are responsible to ensure that current and future products will be smoothly serviceable, installable and supportable (‘service readiness’) by Barco, Barco partners and customers.
You develop the specific services requirements for hardware and software releases, and you manage all service aspects of your product portfolio during the whole product lifetime: from design until the final end-of-service date. As such, you define & implement the long-term serviceability strategy to guarantee long term service commitments towards customers. For this purpose, you will collaborate closely with R&D, Product Management, Quality and with the Global Services organization.

Your responsibilities: 

•    You define the serviceability strategy and roadmap for your total portfolio of products in our Surgical and modality BU

•    You strive continuously to make our products more efficient to service, for both Barco service engineers and external service (our partners and end users), e.g. smooth deployment, troubleshooting, repair and self-service tools. You defend and sell these requirements to the product managers, product owners and development engineers
•    You represent Services in the development programs (NPI) and ensure service requirements are taken into account for newly developed products.  

•    You evaluate the current portfolio from a serviceability performance point of view, and recommend improvements
•    You define and ensure the implementation of the service plan for new products, in collaboration with the product manager, R&D, repair teams, support teams, training teams ….
•    You communicate on relevant product information to the Services community
•    You define spare parts, including stock levels and pricing, for HW products.
•    You define service delivery process, field upgrades and training needs. You coordinate service documentation and tools. 
•    You manage the service aspects of the product during the product lifecycle until End of Service. This includes reviewing running contracts, planning parts and service stock as well as communication. 
•    You contribute to continuous quality improvement by participating in Red Alert Meetings, engineering change approvals and more. 

Your profile:
•    You have a technical master’s degree or equivalent through experience
•    You have at least 5 years of professional experience, in a technical or operational services environment and/or in presales or customer facing activities, and/or in Product management.
•    You preferably have a technical background in Healthcare video and display technologies. 

•    You have a good knowledge of English.
•    You preferably work in our offices in Suzhou (China) and are ready to travel as needed (<20%).
•    You have strong analytical skills, are technical savvy and eager to learn and you understand (business) processes.
•    You are customer oriented
•    You have a proactive and problem-solving attitude, combined with strong communication and interpersonal skills.
•    You are able to work independently while keeping close interaction with stakeholders.