TECHNICAL SERVICE MANAGER

Job Description

Reports to : OPERATIONS MANAGER

Job Description

The Technical Service Manager oversees service operations to ensure safe, reliable performance of healthcare equipment. The role is responsible for managing maintenance activities, resolving technical issues, and upholding compliance with regulatory standards. The manager works closely with customers, vendors, and internal teams to support efficient service delivery and maintain high levels of operational quality and patient safety.

Key Responsibilities

1. TECHNICAL LEADERSHIP & COACHING

• Provide day-to-day technical guidance to junior engineers on troubleshooting, diagnostics, repair methods, and preventive maintenance.
• Conduct regular technical training, coaching sessions, and skill-upgrading workshops.
• Review and approve technical work, ensuring adherence to safety, engineering standards, and best practices.
• Develop structured competency roadmaps to guide engineers from junior to independent levels.

2. TEAM MANAGEMENT & DEVELOPMENT

• Lead, mentor, and motivate a team of technical service/maintenance engineers.
• Conduct performance reviews, identify skill gaps, and implement development plans.
• Build a positive learning culture with emphasis on accountability, teamwork, and continuous improvement.
• Manage team scheduling, workload planning, and resource allocation.

3. CUSTOMER SERVICE & SERVICE DELIVERY COLLABORATION

• Work closely with the Service Support Executive and Implementation team to ensure smooth coordination of service requests, project handovers, and escalations.
• Support Service by handling complex or critical issues by providing deep technical expertise.
• Participate in customer meetings when required to clarify technical matters or resolve escalations.
• Ensure SLAs, response times, and service quality standards are consistently met.

4. MAINTENANCE OPERATIONS & PROCESS IMPROVEMENT

• Oversee preventive and corrective maintenance activities to ensure reliability of systems and minimal downtime.
• Implement maintenance best practices, standard operating procedures (SOPs), and continuous improvement initiatives.
• Monitor recurring issues and implement root-cause analysis and engineering solutions.
• Ensure compliance with all safety regulations and company policies.

REQUIREMENTS

Technical Skills & Experience

• Diploma or Degree in Engineering (Mechanical/Electrical/Electronics/Mechatronics or equivalent).
• 510 years of hands-on experience in service/maintenance engineering, ideally with exposure to field service environments.
• Strong troubleshooting and diagnostic ability; comfortable guiding junior engineers through complex technical tasks.
• Experience working with refrigeration, automation, industrial equipment, or similar systems

Leadership & People Skills

• Proven experience managing or mentoring junior engineers or technicians.
• Strong communication, coaching, and training skills.
• Ability to lead by example, build trust, and cultivate a technically competent and motivated team.
• Proactive Problem solving and Service mindset

Service Excellence

• Familiarity with customer-facing service operations and SLA management.
• Ability to work closely with cross-functional teams like Service Delivery, Sales, and Projects.
• Problem-solving mindset with calmness under pressure.

Why join us

• Opportunity to shape and develop a young engineering team.
• Key leadership role influencing technical standards and customer experience.
• Dynamic environment with room for innovation and improvement.

NOTE: Recruiters do not enquire, we only accept applications directly from applicants.