Company Overview:

Candela Corporation is a leading global aesthetic device company with a comprehensive product portfolio and a global distribution footprint.  We are the market leader in the development, and distribution of medical and aesthetic laser and light-based technologies.  The Company’s technology enables physicians to provide advanced solutions for a broad range of medical-aesthetic application including hair removal, wrinkle reduction, tattoo removal, improving the skin’s appearance through the treatment of benign vascular and pigmented lesions, and the treatment of acne, leg veins and other common indications.

The Company is headquartered in Marlborough, Massachusetts, USA, with an additional R&D facility in Yokneam, Israel and commercial locations across Asia Pacific, and Europe.  Products are sold directly in 18 countries worldwide and are supported by capital sales, field service, clinical education, technical support and marketing development organizations.  Candela maintains contracted distributors in over 60 other countries.

General Summary

Responsible for designing, leading, directing and implementing Candela’s Global Service Strategy and Service Product Life Cycle Management. This includes establishing and driving adoption of service products including tiered contracts, subscriptions, and other programs with pricing corridors supported by global defined standards to improve customer satisfaction, harmonization of processes, systems, and best practices across all regions to support the achievement of regional and global service P&L while improving service margins, as defined annually. Drives achievement of corporate goals -40% recurring revenue, and service margins to a 60%+ service margin profile. Collaborates with senior management in formulating and administrating organizational policies and procedures by performing the following duties below.

 

Essential Job Functions

·       Designs and implements Global Service Strategy and Service Product Lifecycle Management to include structure, global process and standards and implements processes across all regions. Works with regional leaders to ensure quarterly & annual revenue & margin objectives are achieved. Holds accountability for all Service financial management, Service P&L, profitability objectives, COGs, Operating Expenses, inventory and annual operating plan achievement.

·       Builds and maintains uniform process & objectives around the three (3) core components of the Candela Service P&L – contract, billable and warranty.

·       Drive global service strategy delivery, execution and coordination across all regions in conjunction with cross functional partners; Global Operations, Commercial Operations, Quality, Regulatory, etc.

·       Leads a direct team consisting of Global Technical Support & Global Service Operations. Leads cross functional teams across Service, Quality, Marketing, Finance, IT and others.

·       Responsible for Service strategy throughout the Product Lifecycle process (NPI, End of Life, audit processes.) including conducting limited commercial release execution in partnership with the GBU to determine full commercial launch release criteria.

·       Responsible for global parts forecast and maintaining in-region inventory levels and consumption rates in partnership with the regional service leaders. Develops KPI’s that measure strategic goals & field level efficiencies, Service Max adherence and improvement, staff utilization, owns service actions for integrating RMA into warranty/repair process and standardization, supports product improvement through complaint handling analysis & developing service strategy early in the NPI process.

·       Develops global policies for warranty and service contract structure, inclusions, exclusions, pricing and governance process for distribution network related to warranty claims and coverage. Establishes pricing standards and pricing approval policies and directs annual or more frequent price increases.

·       Reviews analysis of activities, costs, operations, and forecast data to determine Global Service’s progress toward stated goals and objectives. Confers with senior management to review achievements and discuss required changes in goals or objectives, resulting from current status and conditions.

·       Seeks out and implements strategies to expand and increase Global Service’s revenue streams. Implements policies and procedures to standardize Global Service support.

·       Is responsible for training and development of the Field Service Groups; content creation, certification, career ladder, ongoing development, KPIs and overall acumen and proficiency of the service organization. Ensures tool calibration and compliance throughout all regions in conjunction with the local service leaders.

·       Promotes a culture of innovation, accountability, and excellence inside direct functions and across the organization.

·       Ensure compliance with all relevant country regulations.

 

 

Knowledge/Educational Requirements

·       B.A. from a four-year college or university in Business Administration or Engineering, with 10+ years’ service experience.

·       Five (5) years’ experience managing a service group – preferably at a global level, medical device environment required.

·       Must have complete and demonstrated success in leading med-size service teams to include service operations and financial responsibilities.

·       Demonstrated ability to develop strategic plan, global processes, and manage profit & loss and forecasting of a global service organization.

·       Experience fostering a team-oriented, collaborative, global environment while prioritizing tasks and executing deadlines and budgets.

·       Exhibits conceptual thinking capability to solve complex problems; effectively able to deal with managing conflict; possesses analytical insights to the competitive environment and internal partner perspectives.

·       Demonstrated solid communication and analytical skills. 

·       Proven success recruiting, mentoring, managing, and developing staff, and fostering a team-oriented, client service-driven, collaborative environment; ability to identify group conflict and facilitate resolution.

·       Strong interpersonal, written, and consultative communication skills – both within technical functions and to leaders and parts of the organization without technical backgrounds.

·       Demonstrated knowledge of MS Office suite – Word, PowerPoint, Excel programs.

 

This job description is not all inclusive and is intended to capture a majority of the job functions.  Special projects and other tasks may be required by management.