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Technical Service Manager (Medical Devices)

  • Ha Noi
  • Manager
  • Permanent
  • Negotiable
  • Medical / Healthcare
  • Other
  • Unlimited

Job Description

You are responsible for understanding the needs of company and customers in
terms of best technical customer service. Developing, defining and implementing
short and long term Technical Service strategies to achieve company and customer
needs. You are in charge of managing and developing the technical service team,
activities and processes in assigned area ……… .
Your specific tasks include:

  • Lead and manage engineers of Customer Service Department in assigned area by being a positive and outstanding example of the team.
  • Establish service Standard Operation Protocol as per company standards and set up related KPIs for monitoring the performance of engineers.
  • Coaching of service supervisors and deputy managers on daily basis as well as via service management training for developing their skills.
  • Close cooperation with other stakeholders (sales, product teams) in order to achieve better customer experience and satisfaction.
  • Lead and coordinate technical emergency trouble shooting process.
  • Plan and coordinate routine preventive maintenance as per established maintenance policy.
  • Plan and coordinate QC and delivery of equipment to clients.
  • Develop and maintain strong customer service concept and attitude for service team
  • Specifically understand service needs of all clients and develop service policy to ensure optimized service satisfaction.
  • Develop complain procedures for analysis and report to Business Unit Director.
  • Involved directly in any emergency service issues, unsolved technical issues or other problems which client is taken ill.
  • In charge of the planning and coordinating individual personal and technical development of service team in close cooperation with technical experts.
  • Develop and maintain system for planning and tracking of Company’s spare part stock, replacement handling and return of defect parts to suppliers.
  • Continuously develop and maintain highest product knowledge through selfstudy and provide training for himself as well as for the engineers in his team.
  • Support and contribute to general business development of the company.

Job Requirement

  • Minimum Bachelor degree in electric/technical engineering, preferably Master’s degree.
  • Min 5 years documented experiences on medical field and/or electronics equipment (preferable within laboratory diagnostic field) in multinational organization.
  • 3-5 years in manager position.
  • Excellent understanding of Customer Service concept


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