Job Description

Job Overview

Develop and execute the service strategy to achieve top customer satisfaction, operational excellence, compliance and profitability across Singapore and South East Asia.

Job Responsibilities and Essential Duties

Leadership:

Lead, train, and schedule field service personnel to delivery service that meets company standards and customer expectations.
Ensure high level of engagement in the service department.
Develop Technical Specialists for each product line to enhance team expertise.

Service Operations:

Manage and grow the Field Service team through targeted development initiatives.
Plan and coordinate training sessions with the Training Department for new products to ensure team readiness.
Organize weekly follow-up on Work-in-progress orders to ensure timely processing and provide monthly updates to Head of Service.
Monitor and improve service operations efficiency to optimize performance and resource use.
Conduct annual van inventory counts and reconcile discrepancies with Finance.
Manage calibration tools, ensuring yearly calibration by approved laps and proper documentation compliance.
Ensure that documentation complies with company requirements.
Maintain service parts and tools inventory kept in the Experience Center (EC), ensuring proper storage and good condition after use.
Prepare training equipment and tools ahead of service trainings.
Maintain Demo/Evaluation equipment according to manufacturer guidelines.
Collaborate with Backoffice to coordinate Field Service Engineer (FSE) schedules and order processing.
Work closely with Service Contract Specialist on contract proposals, pricing and support questions/meetings with customers.
Prepare and update Singapore spare parts price list annually for SAP upload.
Ensure timely return of factory-requested spare parts and follow up with the credit notes.
Train team on Oxando system and provide prompt technical support any issues.
Manage team access to all service systems securely and efficiently.
Foster positive working relationships with other departments to support seamless operations.
Identify internal process issues and collaborate cross-functionally to implement improvement.
Support Sales with tender preparation by providing technical and service insights.

SEA Regional Service:

Prepare Distributors spare parts price list annually for SAP upload.
Conduct quarterly review of SEA distributors service business and update installed base records.
Perform yearly audits of SEA distributors on trainings, calibration tools, records and customer visits.
Provide technical support to distributors and ensure access to all service systems.

Customer Excellence & Satisfaction:

Communicate promptly with customers to resolve issues and manage escalation professionally.
Follow up on all customer and distributor requests promptly to ensure timely resolution.
Build and maintain strong relationship with customers Head of Department.

Quality and Compliance:

Ensure timely closure of Field Safety Corrective Actions (FSCA) and Corrective and Preventive Actions (CAPA) in coordination with the Quality department.
Ensure service delivery complies with company Quality Management System (QMS).
Comply with Singapore Workplace Safety & Health regulations and company safety policies.

Others:

Travel 20-30% within the region & international as required.
Perform other duties assigned by the Company and/or Manager.

Minimum Requirements

Diploma or Degree in Electrical, Mechanical, Mechatronics, Biomedical Engineering, or equivalent.
Minimum 5 years of relevant technical service experience, preferably within medical devices or healthcare technology.
Minimum 3 years of experience leading or coordinating Field Service Engineers or technical teams.
Hands-on experience in installation, preventive maintenance, troubleshooting, and repair of technical equipment.
Willingness to travel as required.

Required Knowledge, Skills and Abilities

Ability to lead, coach, and develop service team aligned with company objectives and KPIs.
Ability to manage customer escalations and resolve critical technical issues.
Understanding of medical-device quality, safety, compliance, and service documentation requirements.
Knowledge of SLA management and service KPIs, including response time, uptime, Preventive Maintenance (PM) completion, backlog, and customer satisfaction.
Good commercial understanding of service contracts, warranty, spare parts, utilization, and service costs management.
Strong planning, communication, presentation, and interpersonal skills applied to team and customer interactions.
Fluent written and spoken English.

Environmental/Safety/Physical Work Conditions

Frequent presence in Hospitals environments requiring strict adherence to infection control and safety policies.
May work extended hours during peak business cycles
Physical requirements including handling, lifting and replacing parts while observing ergonomic and safety best practices.
Must comply with all company environment, health and safety policies, including the use of appropriate personal protective equipment when required.