Territory Operations Manager- India & Subcontinent

SUMMARY

The Territory Operations Manager is responsible for leading and coordinating multiple Operations functions in the Territory and supporting the development and execution of policies, plans and programs to meet anticipated organizational needs under applicable regulatory requirements.

Cooperating with the Territory managersand the Director of Field Service - APAC & China, this individual will achieve success by providing leadership, alignment and mentoring across the diverse Operations teams in the Territory. (i.e. Project Management, Service Delivery, Service Support, Clinical Training & Education, …)

This position will require a high degree of independence and initiative to embody the unified vision of APAC Operations,skillfully integrated within the uniquecultural and market specificities ofthe Territory.

REPORTING TO/DEPARTMENT

This position reports to the Director of Field Service - APAC & China

ESSENTIAL DUTIES AND RESPONSIBILITIES

LEADERSHIP &MANAGEMENT;

- Participate to the development and lead the execution of the customer support strategy in the Territory to maximize long-term installed base customer loyalty, creating a “Best-in-Class” organisation and/or Distributors network focusing on Customer satisfaction for our current and future Installed Base.
- Lead highly effective teams including organizational development. Recruit, develop and coach functional leaders while providing common directions to the Operations employees in the Territory.
- Promote employee learning & development and succession planning methodologies resulting in committed, loyal and high performing organization.
- Coordinate with his/her teams and TSM - S&W; the selection and continuous evaluation of Distributors (including transitions from one Distributor to another).
- Develop and implement a long-term Customer & Distributor fulfillment strategy; assist in building the future organization structure in the Territory; embed a (internal and external) Customer-oriented perspective and approach across all functional areas of the business.
- Foster a culture of trust and build a valued, credible, positive and collaborative relationship with the APAC regional Operations leaders and regional functions Heads.
- Partner with the Business Management & Development and Marketing teams in the Territory to build a collaborative, Customer-focused relationship with our Customers and Distributors to meet Systems and Upgrades sales and profitability objectives in the Territory.




- Develop and drivea work culture committed to safety, compliance and quality in alignment with Accuray Quality Management System while promoting Health and Safety programs.

OPERATIONAL ACCOUNTABILITIES

- Collaborate with the Director of Field Service - APAC & China and Global functional leaders to establish operating and capital budgetsfor his/her team. Drive continuous improvement initiatives to improve overall financial and operational performance in the Territory.
- Secure service revenues (including service contracts, installations, training and spare parts sales) and profitability. Coordinate with regional Operations management to ensure smooth implementation and utilization of our products.
- Collaborate with the territory managers to drive Service performance in Territory, setting and improving processes, while ensuring compliance. Validate Distributor Service capabilities and strengths prior to enrollment. Evaluate and implement changes in Distributor Agreements.
- Collaborate with the APAC department leadership teams to deploy effective account management practices to minimize Customers and Distributors disputes or concerns while fostering proactive and predictive account management.
- Interface with Director of Service Delivery & Revenue and Distributors to provide input on pricing, support programs, marketing and sales activities in the Territory. Formulate a Service Marketing plan to maximizeservice value and achieve businessgoals for servicegrowth in collaboration with Marketing.
- Coordinate with regionalresources, including TrainingCenters, for technicaland clinical trainings’ needs in the Territory.
- Work with the Director of Service Support& Infrastructure to verify the efficiency and effectiveness of the Territory call center administered by the Customer & Logistics Support team.
- Monitor performance, network and warehousing of the 3PL partner in the Territory. Interface with Director of Service Support & Infrastructure to maximize spare part management and related logistic processes in the Territory.

PERFORMANCE MANAGEMENT

- Develop cross-functional relationships to influence key business criteria (e.g. Spare part consumption)



and coordinate process changes.
- Define programs with other departments to increase Installed Base technical performance in the Territory (e.g. Uptime, MTBD). Execute continuous improvement plans.
- Lead efforts to develop and improve business practices, systems and processes; maximize resources and achieve operational excellence in the Territory (e.g., cost effectiveness, Customer satisfaction, account management, sustainability).
- Develop, market and execute a Territory strategy driving continuous favorable trending (quarter-over-quarter) to service profitability.
- Partner with the Business Management & Development department for effective contracts negotiation, being accountable for profitable execution of those service agreements.

PERFORMANCE METRICS

- Employee retention and Engagement Score
- Installed base customerretention and replacement system sales.
- Installed base CustomerLoyalty (survey results)and Accuray Net Promoter Scores
- Service contract adoptionrate, revenue, and profitability.
- Service execution (uptime,MTBD, Work Order management, Cycle Count, ageinginventory) and service support (parts returns, inventory accuracy, LMS training records) effectiveness.

REQUIRED QUALIFICATIONS

- BS/BA degree required: MBA highly desirable.
- 8+business experience in related operations functions within multinational companies with broad-based Medical Device or Capital Equipment operating experience
- Senior management experience in customer-centric commercial role. Experience in salesor marketing role a plus.
- Strong leadership with the ability to build high-performance teams through changeand cultivate strong internal relationships at all levels. Skilled to hire great talent and provide constructive feedback for continuous people development.
- Demonstrated ability to collaborate and navigate in a matrixenvironment within a culturally diverse workplace.
- Ability to work independently; deal with ambiguity; grasp and retaincomplex concepts.
- Ability to thinkstrategically and contribute directly to the regional growth plan.
- Executive presence, abilityto develop C-suitecustomer relationships.
- Proven experience in process engineering and productivity gain, 6 Sigma black belt a plus
- Ability to drive process improvement, new business and cost savings initiative.
- Self-sufficient with AdvancedMicrosoft office and ERP databases
- Excellent verbal and written communication skills along with strong presentation skills in English.

📌 Territory Operations Manager - India & Subcontinent
🏢 Accuray
📍 India