Service Manager (Medical Equipment), Jakarta

Service Manager (Medical Equipment), Jakarta Responsibilities

Responsible for leading and delivering high quality of customer service and support (installation and troubleshooting)

Develop and implementing ZEISS service program including service contract and remote service (ZEISS SMART service) to achieve targeted service revenue

Managing the selection and development of people, resources, and budgets necessary to perform the functions of the department.

Ensuring the accuracy and completeness of all repair orders, spare part availability and return authorizations

Manage and establish field service spare parts list, training, and support for distributors.

Collaborate and work synergy with sales, application, logistic and administrative functions to perform services and satisfy demand.

Continuously monitor customer satisfaction through surveys or direct feedback.

Continuously review and monitor service work procedures, work schedules, and expedites workflow. Create standardize procedures, edit, or remove when needed to improve efficiency and electiveness operation.

Closely work with the regional or corporate service teams to identify, develop, and coordinate various field support functions

Ensure ongoing or critical technical situations are escalated as appropriate in a timely manner.

Train appropriate personnel to ensure product repair and technical support knowledge is transferred across the team.

Attract, retain, and develop the capabilities of employees within the Service function

Demonstrate effective leadership that all have clear guidance on expectations on their behaviors in roles

Providing remote (on-call) and on-site service support and maintenance for company products when needed.

Education / Professional Certification

Degree in electromedic/electrobiomedic or electrical engineering or any related field

Experience

At least 8 - 12 years’ experience in field service operation experience.

Minimum 3 years in managerial role.

Knowledge in medical devices specifically for microscope, ophthalmology (diagnostic, therapeutic) equipment is preferable

Understand concept and implementation of service program and service contract for medical equipment

Experience handling customer feedback, complaints, and dissatisfaction

Experience managing customer satisfaction level through NPS (Net Promotor Score) or any similar

Performed good arrangement in time and service operation management

Having cross functional coordination with sales and application team

Proven in leadership and competency development for engineer/subordinate

Knowledge / Skills / Other characteristics

Strategical thinking for increasing service revenue, team development and customer satisfaction

Strong analytical thinking on electronics and mechanical and problem solving/process oriented

Excellent IT knowledge in computer software and hardware, operating system, disk backup software (especially with networking is a must) and service report application.

Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.

Good command of spoken and written English

Strong customer service skills, to provide high-quality care and attention throughout the sales and service process

Pleasant personality, proactive mindset

Able to support the team and participate actively in collaborative manner

Willing to travel when required

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