Service Manager (Medical Equipment), Jakarta
ZEISS · Jakarta
- 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.
1. Education / Professional Certification
- Degree in electromedic/electrobiomedic or electrical engineering or any related field
2. 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
3. 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
- Flexible working hours - weekend shifts required
- Willing to travel when required
Your ZEISS Recruiting Team:
Astrid Annissa Sastaviyana, Yosseano Kuncahyo