Manager, Service Continuous Improvement APAC

About the Company

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds. As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world.

To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.

About the Role

The Manager, APAC Service Continuous Improvement is responsible for driving systematic and sustainable improvements across service operations in the Asia Pacific region. This role leads the identification, design, and implementation of process improvements across ROSA Field Service and Surgical/SET Service Repair Centers, with a focus on harmonizing service processes, elevating service metrics performance, and enhancing overall operational effectiveness.

Responsibilities

• Lead end-to-end continuous improvement initiatives across APAC countries, identifying inefficiencies and implementing scalable solutions in service delivery workflows.
• Conduct regular process assessments and gap analyses at the regional and country level to prioritize improvement opportunities.
• Develop and deploy standardized service process frameworks, tools, and best practices across all APAC markets and partner with country service managers to localize and implement initiatives.
• Facilitate root cause analysis (RCA) and corrective/preventive action (CAPA) processes to address recurring service issues.
• Coach and enable local service teams on CI methodologies (e.g., Lean, Six Sigma, Kaizen) to champion a culture of continuous improvement.
• Collaborate cross-functionally with Sales, Marketing, Supply Chain, Quality, Finance, and Technical Support to align service processes and eliminate silos.
• Establish and maintain standardized service process documentation aligned with global standards and local regulatory requirements.
• Lead cross-functional working groups to design integrated workflows that improve the end-to-end customer service experience and serve as regional liaison to ensure adoption and sustainment of process changes.
• Support integration of new products, systems, or organizational changes into existing service processes with minimal disruption.
• Define, track, and report on key service KPIs including FTFR, MTTR, CSAT/NPS, Service Response Time, Parts Fill Rate, and Repair TAT; analyze metrics to identify trends and gaps and develop data-driven action plans.
• Develop dashboards and reporting tools to provide real-time visibility into service performance and establish regular performance review cadences with country and regional service leadership.
• Lead operational excellence initiatives for ROSA Field Service and Service Repair Centers, including optimizing FSE scheduling, dispatching, utilization, intake, triage, repair execution, quality inspection, and return logistics.
• Identify and implement technology and digital tools (e.g., FSM platforms, ERP/CRM systems) to enhance field service and repair center efficiency, ensure compliance with service quality and regulatory requirements, and support capacity planning and resource optimization.
• Drive initiatives to reduce service costs while maintaining or improving service quality and customer satisfaction.

Qualifications

• 7+ years of experience in Service Operations, Field Service, or Service Supply Chain.
• Strong experience with service management systems (preferably ServiceMax or Salesforce-based FSM).
• Solid analytical skills with experience managing operational KPIs and business dashboards.
• Strong project management and process improvement capabilities.
• Excellent communication and cross-functional stakeholder management skills.
• Ability to work without specific direction on daily activities.

Benefits

• Development opportunities and employee resource groups (ERGs).
• Flexible working environment and location-specific total rewards.
• Wellness incentives, recognition programs, and performance awards.

Additional Information

This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions.