Service Manager, ACT & SWP, SEA

Job Overview

Develop and execute the company service strategy to ensure the highest levels of customer satisfaction, operational excellence, compliance and profitability in Singapore and South East Asia.

Job Responsibilities and Essential Duties

 Leadership:

• Ensure leading, training, and scheduling field service personnel to ensure service delivery meets company standards.
• Ensure high level of engagement in the service department.
• Responsible to develop Technical Specialists for each product line.

Service operations:

• Manage the Field Service team and growth in development.
• Ensure that all the Field Service team members are trained and plan trainings with Training Department for new products.
• Organize weekly follow-up with Field Service Team for the Work-in-progress orders to ensure all orders are promptly processed, provide monthly update to Head of Service.
• Ensure efficiency of the service operations.
• Ensure yearly van count accuracy and provide explanation to Finance if any discrepancies.
• Ensure all calibration tools are properly managed and performed yearly calibration by approved calibration labs.
• Ensure that documentation complies with company requirements.
• Ensure that there are no service parts or tools kept in the EC and always kept in good condition after use by Service.
• Ensure that all training equipment and tools are ready prior service trainings.
• Ensure that all Demo/Evaluation equipment maintained as per manufacturer guidelines.
• Work closely with Backoffice on FSE coordination and order processing.
• Work closely with Service Contract Specialist on contract proposals, pricing and support questions/meetings with customers.
• Prepare the Singapore spare parts price list for yearly upload to SAP.
• Ensure that all the parts requested by the factory are returned on time and follow up with the credit notes.
• Ensure that the team is well trained on Oxando and promptly support any issue from the team.
• Manage access to all service systems for the team.
• Ensure good working relationships with other departments.
• Identify internal process issues and work with other departments on the process improvement.
• Support Sales with tender preparation.

SEA Regional service:

• Prepare the Distributors spare parts price list for yearly upload to SAP.
• Quarterly review of SEA distributors service business and update installed base.
• Yearly audit on SEA distributors on trainings, calibration tools and records and customer visits.
• Provide technical support to distributors and ensure access to all service systems.

Customer Excellence & Satisfaction:

• Ensure prompt communication with customers in case of any issues and manage escalation.
• Follow up with all customers and distributors’ requests promptly.
• Establish excellent relationship with customers’ Head of Department.

Quality and compliance:

• Responsible on time closure of field safety corrective actions (FSCA) and corrective and preventive actions (CAPA) in coordination with the Quality department.
• Ensure service delivery compliance with company QMS system.
• Ensure compliance with Singapore Workplace Safety & Health.

Others:

• 20-30% travel within the region & international travel if required.
• Perform all other duties assigned by the Company and/or Manager.

Minimum Requirements

• Candidates with Diploma/Degree in Mechanical or Electrical Engineering, or equivalent medical device related educational background are welcome to apply.
• New or more than 5 years of hands-on related experience in medical equipment installation and maintenance.
• Able to travel and support SEA as and when required.

Required Knowledge, Skills and Abilities

• Good understanding of mechanical and electrical systems.
• Good knowledge of Service Level Agreement management.
• Leading the service team to align with Company’s objectives and KPIs.
• Good presentation and interpersonal skills.
• Fluent in both verbal and written English.

Supervision/Management of Others

• Responsible for the development and management of the team members.
• Contribute to Team Players, Forward Thinkers, and Game Changers behaviors.

Internal and External Contacts/Relationships

• Main contacts, internal: Sales and Service Teams
• Main contacts, external: Nursing manager, BME, CSSD staff and any other third parties.

Environmental/Safety/Physical Work Conditions

• Frequent presence in Hospitals sector requiring strict adherence to hospital infection control and safety policies.
• May work extended hours during peak business cycles
• Physical requirements such as handling, lifting and replacement of parts, must observe 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.

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