Service Engineer Manager - Medical Device

Hong Kong Permanent
  • Competitive remuneration packages
  • Good career prospects

About Our Client

Our client is a well-established medical device company supporting the global health-care community, they are looking for a high calibre to join the team as Service Manager- Medical Device.

Job Description

  • Lead and develop Hong Kong Service organisation to ensure that customer service and support is delivered efficiently
  • To liaise with the Business Areas and other functions to understand product developments, changes and opportunities in the service environment
  • Advise the regional service teams on the actions necessary to address issues/maximise opportunities
  • Develop and deliver metrics and tools to monitor changes, trends, gaps and opportunities in the installed base so as to understand their market
  • Direct the development and implementation of the approved strategic plan for service in Hong Kong
  • Review, approve and implement the operating plans, policies, and procedures
  • Ensure situations are prioritised and resources are allocated where the service operations are unable to satisfy demand from their own teams for either Service or Order Fulfillment activities
  • Continuously monitor customer satisfaction through surveys or direct feedback
  • To ensure ongoing or critical technical situations are escalated as appropriate in a timely manner
  • Continuously review and monitor service delivery workflows
  • Work with the Service Management Team and QA to develop new procedures and ensure adherence
  • Ensure the service operations are securing the service revenue within their remit
  • Identify and drive Business Unit initiatives to reduce costs of service operations
  • Closely work with the service business teams to identify, develop, and deliver into various opportunities
  • Attract, retain, and develop the capabilities of employees within the Service function
  • Demonstrate effective leadership that all have clear guidance on expectations on their behaviours in roles
  • Perform other related ad hoc duties

The Successful Applicant

  • Bachelor's degree in Engineering, Business, or equivalent experience
  • Minimum of 4 years of field service operation experience
  • Independent, highly motivated, good leadership skills with the ability to organise, train and supervise personnel
  • Capable of managing the operation, including personnel and standards of performance and work output to satisfy customer's service needs
  • Excellent technical/analytical skills
  • Excellent communication skills both verbal and written
  • Strong customer service skills, to provide high-quality care and attention throughout the sales and service process
  • Willing to travel when required

What's on Offer

A competitive remuneration package will be offered to the right candidate.

Zalika Ho
Quote job ref
Phone number
+852 3602 2400

Job summary

Life Sciences
Clinical Operations
What is your area of specialisation?
Healthcare / Pharmaceutical
Hong Kong
Job Type:
Consultant name
Zalika Ho
Consultant phone
+852 3602 2400
Job Reference