Service Manager, IC & LS, SEA

With a passion for life

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers - and to save more lives, we need team players, forward thinkers, and game changers.

Are you looking for an inspiring career? You just found it.

Job Overview

Develop and execute the company service strategy to ensure the highest levels of customer satisfaction, operational excellence, compliance and profitability in Singapore and South East Asia.

Job Responsibilities and Essential Duties

Leadership:

• Ensure leading, training, and scheduling field service personnel to ensure service delivery meets company standards.
• Ensure high level of engagement in the service department.
• Responsible to develop Technical Specialists for each product line.

Service Operations:

• Manage the Field Service team and growth in development.
• Ensure that all the Field Service team members are trained and plan trainings with Training Department for new products.
• Organize weekly follow-up with Field Service Team for the Work-in-progress orders to ensure all orders are promptly processed, provide monthly update to Head of Service.
• Ensure efficiency of the service operations.
• Ensure yearly van count accuracy and provide explanation to Finance if any discrepancies.
• Ensure all calibration tools are properly managed and performed yearly calibration by approved calibration labs.
• Ensure that documentation complies with company requirements.
• Ensure that there are no service parts or tools kept in the EC and always kept in good condition after use by Service.
• Ensure that all training equipment and tools are ready prior service trainings.
• Ensure that all Demo/Evaluation equipment is maintained as per manufacturer guidelines.
• Work closely with Backoffice on FSE coordination and order processing.
• Work closely with Service Contract Specialist on contract proposals, pricing and support questions/meetings with customers.
• Prepare the Singapore spare parts price list for yearly upload to SAP.
• Ensure that all the parts requested by the factory are returned on time and follow up with the credit notes.
• Ensure that the team is well trained on Oxando and promptly support any issue from the team.
• Manage access to all service systems for the team.
• Ensure good working relationships with other departments.
• Identify internal process issues and work with other departments on the process improvement.
• Support Sales with tender preparation.

SEA Regional Service:

• Prepare the Distributors spare parts price list for yearly upload to SAP.
• Quarterly review of SEA distributors service business and update installed base.
• Yearly audit on SEA distributors on trainings, calibration tools and records and customer visits.
• Provide technical support to distributors and ensure access to all service systems.

Customer Excellence & Satisfaction:

• Ensure prompt communication with customers in case of any issues and manage escalation.
• Follow up with all customers and distributors’ requests promptly.
• Establish excellent relationship with customers’ Head of Department.

Quality and Compliance:

• Responsible on time closure of field safety corrective actions (FSCA) and corrective and preventive actions (CAPA) in coordination with the Quality department.
• Ensure service delivery compliance with company QMS system.
• Ensure compliance with Singapore Workplace Safety & Health.

Others:

• 20-30% travel within the region & international travel if required.
• Perform all other duties assigned by the Company and/or Manager.

Minimum Requirements

• Diploma or Degree in Electrical, Mechanical, Mechatronics, Biomedical Engineering, or equivalent.
• Minimum 5 years of relevant technical service experience, preferably within medical devices or healthcare technology.
• Minimum 3 years of experience leading or coordinating Field Service Engineers or technical teams.
• Hands-on experience in installation, preventive maintenance, troubleshooting, and repair of technical equipment.
• Willing to travel as required.

Required Knowledge, Skills and Abilities

• Ability to lead, coach, and develop the service team in line with company objectives and KPIs.
• Ability to manage customer escalations and critical technical issues.
• Understanding medical-device quality, safety, compliance, and service documentation requirements.
• Good understanding of SLA management and service KPIs, including response time, uptime, PM completion, backlog, and customer satisfaction.
• Good commercial understanding of service contracts, warranty, spare parts, utilization, and service costs.
• Strong planning, communication, presentation, and interpersonal skills.
• Fluent in written and spoken English.

About us

With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing and life science. Getinge employs over 12,000 people worldwide and the products are sold in more than 135 countries.