Lead Service Engineer

This role will report into the Senior Manager (Singapore Service Center).

The incumbent will provide technical leadership and oversight within the service center, ensuring the effective diagnosis, repair, and maintenance of equipment. This role combines hands-on technical expertise, team supervision, and process ownership to uphold service quality, compliance, and customer satisfaction. The incumbent is expected to deliver timely, high-quality repairs in alignment with departmental KPIs and QARA requirements, thereby supporting Smith & Nephew in strengthening long-term customer relationships and maximizing the value of our equipment.

Responsibilities

Technical Oversight

• Lead the diagnosis, repair, calibration, and maintenance of technical equipment and machinery within the service center.
• Ensure all service activities comply with quality, safety, and regulatory (QARA) requirements.
• Drive adherence to departmental KPIs, achieving productivity, turnaround time, and cost targets.
• Provide technical expertise to support customer-facing teams during escalations.
• Collaborate with sales, operations, supply chain, and quality teams to enable seamless service delivery.
• Contribute to building strong, long-term customer relationships through reliable and high-quality service support.
• Maintain accurate service records, documentation, and reports for internal tracking and regulatory compliance.
• Uphold company standards, health and safety requirements, and applicable industry regulations.

Team Leadership & Mentoring

• Lead and mentor associate engineers/technicians, providing technical guidance and hands-on training as needed.
• Assign tasks, track progress, and ensure timely resolution of complex service issues.
• Cultivate a culture of continuous learning, collaboration, and accountability within the team.

Process & Performance Management

• Identify and recommend opportunities to enhance service processes, tools, and workflows.
• Implement best practices to optimize operational efficiency and elevate customer satisfaction.

Secondary or peripheral job functions:

• Must be willing to travel up to 10%.
• Assist in inventory management, including recommending safety stock levels, tracking spare parts, ordering, and conducting stock audits.
• Participate in and oversee equipment installation, commissioning, or decommissioning as required.
• Support documentation and reporting, including preparing service reports, technical manuals, and presentations.
• Contribute to process improvement initiatives and the implementation of best practices.
• Provide guidance or support during training sessions and demonstrations.
• Maintain workplace safety and housekeeping standards within the service center.
• Participate in internal audits, quality checks, and compliance reviews.
• Always act responsibly to minimize risk to self or the company, adhering to workplace safety, health, and security policies.
• Perform any other duties related to the role or as assigned from time to time.

Supervisory Responsibilities:

• Provide day-to-day supervision of associate engineers/technicians within the service center.
• Assign and prioritize repair, maintenance, and calibration tasks to ensure efficient workflow.
• Review and approve service work to maintain compliance with quality standards, KPIs, and QARA requirements.
• Mentor and coach associate engineers/technicians, supporting their technical development and career growth.
• Conduct performance feedback discussions and provide input for appraisals in collaboration with the Senior Manager, Singapore Service Center.
• Enforce adherence to workplace safety, regulatory compliance, and company policies.

Education:

• Degree in biomedical/mechanical/electrical engineering (or similar).

Experience:

• Minimum 5–8 years of hands-on experience in medical equipment maintenance, repair, or technical service, preferably within a service center or technical support environment.
• Proven experience in leading a team of engineers or technicians, including task allocation, mentoring, and performance management.
• Strong communication, collaboration, and consensus-building skills.
• Fluent in English, both spoken and written.
• Demonstrated ability to troubleshoot complex technical issues and provide effective solutions.
• Knowledge of quality standards, regulatory compliance, and industry best practices (e.g., QARA, ISO).
• Exposure to process improvement initiatives, workflow optimization, or operational efficiency projects.
• Experience collaborating with cross-functional teams such as sales, operations, or quality assurance is preferred.