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.
Job Summary
Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world. 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. The ideal candidate is a results-driven leader with a strong background in service operations, lean/continuous improvement methodologies, and cross-functional collaboration in a complex, multi-country environment.
Principal Duties & Responsibilities
1. Drive Regional and Country Service Process Improvements
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Lead end-to-end continuous improvement initiatives across APAC countries, identifying inefficiencies and implementing scalable solutions in service delivery workflows.
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Conduct regular process assessments and gap analyses at the regional and country level to prioritize improvement opportunities.
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Develop and deploy standardized service process frameworks, tools, and best practices across all APAC markets.
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Partner with country service managers to localize and implement improvement initiatives while maintaining regional consistency.
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Facilitate root cause analysis (RCA) and corrective/preventive action (CAPA) processes to address recurring service issues.
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Champion a culture of continuous improvement (CI) by coaching and enabling local service teams on CI methodologies (e.g., Lean, Six Sigma, Kaizen).
2. Harmonize Service Processes with Other Functions
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Collaborate cross-functionally with Sales, Marketing, Supply Chain, Quality, Finance, and Technical Support to align service processes and eliminate silos.
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Establish and maintain standardized service process documentation, ensuring alignment with global standards and local regulatory requirements.
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Lead cross-functional working groups to design integrated workflows that improve the end-to-end customer service experience.
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Serve as the regional liaison between service operations and other business functions to ensure process changes are communicated, adopted, and sustained.
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Support the integration of new products, systems, or organizational changes into existing service processes with minimal disruption.
3. Drive Service Metrics Improvements
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Define, track, and report on key service performance indicators (KPIs) including but not limited to: First Time Fix Rate (FTFR), Mean Time to Repair (MTTR), Customer Satisfaction (CSAT/NPS), Service Response Time, Parts Fill Rate, and Repair Turnaround Time (TAT).
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Analyze service metrics data to identify trends, performance gaps, and improvement opportunities at the regional and country level.
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Develop and execute data-driven action plans to achieve and sustain KPI targets across APAC.
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Establish regular performance review cadences with country and regional service leadership to monitor progress and drive accountability.
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Benchmark APAC service performance against global standards and industry best practices, recommending corrective actions where needed.
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Develop dashboards and reporting tools to provide real-time visibility into service performance for key stakeholders.
4. Drive Operational Effectiveness for ROSA Field Service and Service Repair Centers
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Lead operational excellence initiatives specifically for ROSA Field Service operations and Service Repair Centers across the APAC region.
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Optimize field service engineer (FSE) scheduling, dispatching, and utilization to maximize productivity and customer responsiveness.
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Drive improvements in Service Repair Center workflows including intake, triage, repair execution, quality inspection, and return logistics.
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Identify and implement technology and digital tools (e.g., FSM platforms, ERP/CRM systems) to enhance field service and repair center efficiency.
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Ensure compliance with service quality standards, safety protocols, and regulatory requirements across all APAC service operations.
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Support capacity planning and resource optimization for field service and repair center teams to meet regional demand.
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Lead initiatives to reduce service costs while maintaining or improving service quality and customer satisfaction.
This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions.
Expected Areas of Competence (i.e., knowledge, skills and abilities)
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7+ years of experience in Service Operations, Field Service, or Service Supply Chain.
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Strong experience with service management systems (preferably ServiceMax or Salesforce-based FSM).
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Solid analytical skills with experience managing operational KPIs and business dashboards.
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Strong project management and process improvement capabilities.
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Excellent communication and cross-functional stakeholder management skills.
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Ability to work without specific direction on daily activities
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Proven ability to follow all internal communication and documentation
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Must demonstrate mutual respect, ongoing communication and a positive outlook with both internal team members and customers
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Proficiency in using Salesforce ServiceMax tools and software
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Must be a highly collaborative individual, working closely with PDMs, PDDs, and recon representatives
Education/Experience Requirements
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Bachelor's degree in Engineering, Business Administration, Operations Management, or a related field (required)
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Lean Six Sigma Green Belt or Black Belt certification (strongly preferred)
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Minimum 7–10 years of experience in service operations, field service management, or continuous improvement roles
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Minimum 3–5 years of experience in a regional or multi-country APAC role
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Proven track record of leading and delivering measurable process improvement initiatives in a service environment
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Experience with medical device, robotics, or high-technology service operations is highly desirable Strong analytical and problem-solving skills with the ability to translate data into actionable insights
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Proficiency in CI methodologies: Lean, Six Sigma, Kaizen, PDCA, or equivalent
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Excellent project management skills; PMP certification is a plus
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Strong interpersonal and stakeholder management skills across diverse, multicultural teams
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Effective communicator with the ability to present complex information clearly to senior leadership
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Proficiency in service management platforms (e.g., Salesforce Field Service, SAP, ServiceMax) and data visualization tools (e.g., Power BI, Tableau)
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Fluency in English (required); proficiency in additional APAC languages is an advantage
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Familiarity with ROSA robotic systems or similar surgical/medical platforms is an advantage
Travel Requirements
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Up to 50 percent
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Applicants should be willing to work flexible hours, including evenings, weekends and the possibility of holidays
EOE/M/F/Vet/Disability
