Job Description

Job Category: Engineering
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About CooperSurgical:
CooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values - dedicated, innovative, friendly, partners, and do the right thing - our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women's and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.
Job Summary:
The Service Channel Manager oversees post-sales service operations across Asia Emerging Market(AEM) distributors and partner networks. This role ensures operational excellence, customer satisfaction, and recurring service revenue growth through effective implementation of the APAC Service Channel Framework and strong collaboration with partners and internal stakeholders. Responsible for managing all post-sales equipment service issues, driving accountability and timely resolution across indirect markets in APAC. The role focuses on governance of service processes, partner capability development, and execution of strategies to grow recurring service revenue through contracts, maintenance kits, and other value-added offerings.
Responsibilities:
Essential Functions & Accountabilities:

• Post-Sales Service Management

• Oversee all equipment-related service activities after installation, including repairs, complaints, replacements, and escalations.
• Ensure timely coordination between distributors, regional technical specialists, and global service teams.
• Maintain visibility and traceability of every case until closure with accurate documentation.
• Service Channel Framework Implementation

• Lead rollout and governance of the Service Channel Framework across AEM distributors and partners.
• Define service level expectations, escalation protocols, and performance metrics.
• Conduct partner audits and coordinate training requests to enhance service capability and technical competency.
• Gather partner feedback and encountered challenges to drive continuous improvement in framework implementation
• Partner & Stakeholder Collaboration

• Build strong relationships with channel partners and commercial teams to align service activities with business objectives.
• Support development of service value propositions and post-sales programs.
• Service Revenue Growth

• Develop strategies to grow recurring service revenue through contracts, maintenance kits, spare parts, and training programs.
• Monitor pricing, renewals, and partner performance to ensure alignment with business goals.
• Process & Performance Management

• Enforce service processes for ticket handling, repair tracking, and escalation management.
• Track and report KPIs such as closure rate, turnaround time, and repeat failure rate.
• Ownership & Compliance

• Take full ownership of service outcomes and ensure completion regardless of complexity.
• Ensure all documentation is accurate, auditable, and compliant with regulatory requirements.

Travel:

• Up to 10% of travel within AEM for partner audits, training, and stakeholder meeting

Qualifications:
Qualifications
Knowledge, Skills and Abilities:

• Strong understanding of service contracts, maintenance programs, and pricing models.
• Excellent communication, negotiation, and documentation skills in English.
• Analytical thinking and ability to use data for decision-making.
• High accountability and follow-through mindset.
• Ability to read and understand highly technical material.

Work Environment:

• Office-based with frequent virtual collaboration across APAC.
• Requires ability to manage multiple priorities in a fast-paced, matrix environment.

Experience:

• 5-8 years in service operations or channel management roles.
• Demonstrated success in partner enablement, quick resolution of technical issues and recurring revenue growth.

Education:

• Bachelor's degree in engineering, Biomedical, or related discipline.

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.
To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Skills Required