Service Manager

The Service Manager leads the technical service operations for medical equipment, ensuring high-quality maintenance, repair, and customer support. This role is also responsible for driving revenue growth through service offerings, managing service contracts, and achieving financial and operational targets.

Manage installation, maintenance, and repair of medical devices and diagnostic equipment.

Ensure service operations comply with health and safety regulations (e.g., ISO 13485).

Develop and implement service protocols and preventive maintenance schedules.

Monitor service KPIs including response time, resolution time, and equipment uptime.

Ability to interpret architectural and structural drawings related to healthcare facility projects.

Basic knowledge of construction layouts and building project processes would be an advantage.

Manage and keep track of the service fleet vehicles to ensure operational compliance.

Ensure strong coordination with operations teams to maintain adequate service stock levels at all times.

Develop and execute strategies to grow service revenue through contracts, upgrades, and value added services.

Set and monitor financial targets for the service department.

Collaborate with sales and product teams to identify upselling opportunities.

Track and report on revenue performance, forecasting, and profitability.

Ensure service offerings are competitively priced and aligned with market demand.

Drive service projects and campaigns through effective marketing initiatives aimed at increasing service penetration and customer engagement.

Serve as the primary point of contact for escalated technical issues.

Build strong relationships with healthcare clients to understand their needs.

Manage key accounts actively through risk targeted intervention strategies to enhance client satisfaction and retention.

Ensure service contracts are fulfilled and renewed appropriately

Provide technical guidance and training to clients on equipment usage and care.

Track and maintain high service turnaround efficiency through diligent service call logging and data-driven monitoring of market activities.

Lead a team of field service engineers and technicians.

Manage, support service team leader / supervisor initiatives and plans

Recruit, train, and evaluate service staff performance.

Conduct regular technical workshops and compliance training.

Foster a culture of accountability, safety, and continuous improvement.

Maintain accurate service records and ensure traceability of repairs.

Ensure all service activities meet regulatory standards (e.g., FDA, CE marking).

Support audits and inspections by regulatory bodies.

Stay updated on changes in medical device regulations and standards

Education

Bachelors degree in Engineering, or related field.

Certifications in medical device servicing or regulatory compliance are a plus.

Experience

5+ years in medical equipment servicing, with 2+ years in a leadership role.

Experience with Medical Equipment preferred.

Proven experience in revenue generation and achieving departmental targets.