The role is primarily responsible for overseeing the whole GHC equipment portfolio managing nationwide technical customer services operations, leading a team of technical support supervisor/specialists to deliver exceptional customer support, reliable field performance, and full compliance with medical device regulatory standards. He/she will support and monitor technical requirements such as demonstrations, validation, installation, corrective and preventive maintenance of various medical equipment and devices; assistance in procedures and training of end users on how to use the machines/devices. He/she manages end-to-end service activities while driving operational excellence, resource optimization, and continuous improvement to enhance product reliability, service efficiency, and overall customer satisfaction.
The position is required to work 50% of the time required internal, external and team management and 50% field coaching and support.
KEY RESPONSIBILITIES:
- Lead and develop a nationwide team of technical support supervisor and specialists while managing daily service operations, ensuring timely issue resolution and compliance with regulatory and quality standards.
- Collaborate with internal departments/stakeholders to support business objectives, quality assurance, process improvements, and cross-functional initiatives, monitor and analyze key service metrics to enhance performance, maintain machine uptime, and reduce service backlogs, providing regular updates to various and drive strategic and operational planning, including service budget management, resource allocation, spare parts planning, forecasting, SIMPRO utilization and digitalization of service processes.
- Build and sustain a high-performing team through coaching, structured training, competency tracking, and succession planning to support organizational growth, monitor and ensure regular implementation of preventive maintenance of various medical equipment/devices under warranty, tie up and contract.
- Communicate/report business partner requirements; warranty claims; quality concerns, escalation of unresolve problems for proper guidance, record, update and monitor database management, tools calibration, installation record and preventive maintenance schedule
- Adhere to company policies and procedures and submits reportorial requirements as required and perform other tasks that might be assigned from time to time.
QUALIFICATIONS:
- Graduate in Electronics Engineering, Electrical Engineering, Biomedical Engineering, or a related technical field; license engineer; additional certifications in medical equipment servicing, quality systems, or technical leadership are an advantage.
- Minimum 7-10 years technical expertise in installation, preventive and corrective maintenance of various medical equipment, with knowledge of hospital safety, calibration, biomedical, and electrical standards; with 1-5 years’ experience in application support specially in diagnostics equipment; and/or 2–5 years managing multisite service teams, an added advantage.
- Strong operational management capabilities, including scheduling, dispatching, escalation handling, spare parts planning, workflow development, QA programs, data analysis, and process improvement.
- Demonstrated leadership in managing and developing engineering teams, with strong decision-making, communication, and stakeholder management skills; willing to travel nationwide.