Job Requirements

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Customer Service Business Manager InVivo

Purpose of the Role

Act as a strategic business partner for Customer Services leadership, country management, Business Lines, sales, finance, operations, education, and headquarters stakeholders. Provide transparency on business performance, service growth potential, pricing actions, contract development, installed base evolution, and portfolio opportunities. Drive execution of service business initiatives that enable profitable growth, stronger customer retention, improved contract capture, and higher value realization across the installed base. Ensure alignment between local market priorities, zonal targets, global service strategy, and Business Line-specific service growth objectives.

CORE JOB SCOPE AND RESPONSIBILITIES

Monitor Customer Services revenue, profitability, contract performance, installed base development, warranty conversion, customer satisfaction, and Business Line performance; you identify deviations versus target and drive corrective actions with the relevant stakeholders. Lead and monitor profitable sales growth measures including contract indexation, parts and T&M price increases, renewal pricing, point-of-sale pricing initiatives, and service value proposition activities throughout the fiscal year. Track contract capture rates, analyze movements against plans, identify contractable potential, and develop action plans with sales and service teams to recapture, retain, and grow contract coverage. Analyze installed base growth, lifecycle status, revenue potential, risk areas, market trends, customer base movements, competitive positioning; you collaborate with local and zonal teams to grow, protect, and monetize the serviceable base. Provide customer base analysis, business potential identification, customized service offering support, customer interaction support, and training to enable CS sales teams to position service products effectively. Support the rollout and monitoring of new services, campaigns, education business opportunities, modernization programs, digital service solutions, and strategic service concepts across the assigned scope. Act as the country and zone interface for assigned Business Line topics, engage with HQ BL management and drive BL-specific service revenue, installed base, profitability growth, and customer value.

PLANNING, GOVERNANCE AND COLLABORATION

Support annual budget and planning cycles in coordination with CS Management, CS finance, country business managers, Business Line stakeholders, and CS leadership. Follow up on revenue, profitability, contract base, contract capture rate, installed base, customer satisfaction, and strategic initiative performance; you derive measures to proactively manage target achievement. Ensure structured communication with CS Heads, CS FI, sales, operations, education, service administration, and HQ counterparts on focus topics, risks, opportunities, service obligations, and performance actions. Contribute to CS strategy and strategic projects by taking ownership of service revenue breakthrough targets, go-to-market strategies, innovative service offerings, customer campaigns, and performance improvement levers. Support the zone and collaborate with HQ on CS Competitive insights. Effective stakeholder management during CS offer processes.

QUALIFICATIONS AND EXPERIENCE

University degree in a relevant discipline, or an equivalent combination of education and professional experience; an advanced degree is an advantage where applicable. 5 to 8 years of relevant experience in business management, customer services, service sales, finance, commercial operations, or a related healthcare technology environment. Experience in healthcare, medical technology, or medical devices; direct exposure to service business management in a healthcare environment is strongly preferred. Demonstrate strong business acumen, analytical thinking, and the ability to convert complex data into clear insights, recommendations, and executable actions. Sound knowledge of service contracts, installed base management, pricing, financial performance steering, and commercial service offerings. Experienced in working with analytical databases, complex Excel models, pivot tables, Power BI, PowerPoint, and financial or performance management tools. Communicate confidently with stakeholders at different levels of the organization, including senior management, sales teams, service teams, customers, and cross-functional business partners. Highly collaborative, structured, results-oriented, and able to work effectively across functions, countries, zones, and global teams. Proficient in English; additional local languages are an advantage depending on country or customer scope.

OTHER REQUIREMENTS OF THE JOB FUNCTION

Valid passport and can travel within South Africa and internationally where required. Valid South African driver’s license is required where locally applicable. Demonstrate excellence, quality, and compliance in daily interactions, operations, reporting, customer-facing activities, and internal governance expectations.