Assistant Technical Services Manager

Overview

The Assistant Technical Service Manager is responsible for overseeing the development, deployment, and maintenance of service within the organization for biomedical and laboratory equipment, and a host of microbiology culture media and diagnostic products. The Service Manager plays a crucial role in ensuring the effective delivery of high-quality services to our customers. This role involves strategic planning, team leadership, and collaboration with various stakeholders to ensure the effective functioning of all service support.

• Effectively manage all services operation, delivering effective operation of the technical service team ensuring that services activities such as customer visit, training and other planned activities are always on track to meet/exceed customer’s expectation.
• To consistently deliver the company’s business management expectations successfully across all areas of development for the technical division, such as, acquiring new competencies of the technical team, ensuring steady growth of new technical service business and continue improvement for the technical service operation and its processes.
• To take responsibility for the overall performance of the technical team ensuring all SLA’s and KPI’s are delivered in accordance with the contract and our customers’ satisfaction, fully responsible to oversee and conduct weekly/monthly meetings to align the technical service team and other departments.
• Preparation of reports for top management, review and report monthly to the HOD and respective Business Managers on service-related issues. Provide regular updates to the management and will produce a monthly report to HOD for the management for Monthly Management Meeting.
• Take the lead role in introducing ways of working changes from the Business Process Centre and be responsible in managing technical service team on changes and further oversee that record keeping of job reports is in an accurate and timely manner after the new changes.
• Liaise and coordinate with external vendors, clients, suppliers and other business managers and staff on all issues pertaining to sales and service activities. Review their performance and highlight corrective actions and implement solutions to resolve any dissatisfaction areas. Ensuring that the final works meet/exceed the requirements of the customers.
• Providing the technical team with informed guidance on spare parts pricing, contract sales, and maintenance agreements, ensuring that we stay competitive in the market while delivering values to our customers and fostering long-term loyalty.
• Effectively manage and sustain an ideal inventory level of spare parts that aligns with the unique requirements of our business and the diverse range of equipment we offer.
• Responsible for the profitability of the service division through effective cost management and optimizing the team operation for maximum productivity and efficiency.

• Degree/Diploma in Engineering Biomedical or related field
• Candidates should have a minimum 8 years of relevant experience in technical service, with minimum 3 years in leadership or management role.
• Strong analytical, technical troubleshooting and strong problem-solving skills
• Quick learner, team player and ability to work independently.
• Demonstrated ability to negotiate and adapt quickly to changing priorities and work effectively in a fast-paced environment.
• Must be willing to travel (est. 20%) regionally and internationally as required.
• Excellent communication and interpersonal skills

• Mid-Senior level

• Full-time

• Engineering, Consulting, and Health Care Provider

• Medical Equipment Manufacturing and Health and Human Services