Regional Technical Service Engineer - South

As a Regional Technical Service Engineer - South at ResMed, a global leader in connected devices and digital health, your role will involve planning and developing service strategies to align with the company's objectives. You will be responsible for ensuring that response times, first-time fix rates, and preventive maintenance compliance meet or exceed targets. Additionally, you will lead the creation and execution of a customer-first and company-first service strategy to drive a win-win outcome. Key Responsibilities: - Ensure response times, first-time fix rates, and preventive maintenance compliance meet or exceed targets. - Lead the creation and execution of a customer-first and company-first service strategy. - Implement and manage audit programs for service distributors, analyze findings, and close gaps in after-sales service delivery. - Manage and deliver a high-quality customer experience from a service and repair perspective. - Provide real-time feedback on quality issues to improve product reliability and customer satisfaction. - Create and maintain after-sales dashboards covering metrics such as first-time fix (FTF), turnaround time (TAT), revenue pipeline, distributor service scores, spares forecasting, training needs, and safety stock levels. - Collaborate with cross-functional teams, occasionally leading projects and training junior staff. - Evaluate and support ongoing training needs to strengthen service capabilities within the region. - Manage cost-efficiency within the service department, including labor, spare parts, and assets. Qualifications Required: - Bachelor's degree in Biomedical Engineering, Electronics/Electrical Engineering (B.Tech/B.E) or equivalent. - 6-8 years of experience servicing medical devices or similar technology-driven products. - Strong customer service orientation with a passion for exceeding customer expectations. - Proven ability to plan, implement, and monitor service strategies and audit programs. - Experience managing service quality metrics such as first-time fix rates, turnaround times, and compliance. - Demonstrated ability to analyze data and create dashboards/reports to guide decision-making. - Proactive mindset with a drive to identify opportunities for continuous improvement. - Excellent communication and interpersonal skills to build productive relationships with internal teams and external distributors. - Effective cost management experience within a service or technical support function.,