Regional Technical Service Engineer - South

Lets Talk About The Team

Let’s Talk About The Role

• As a Regional Technical Service Engineer - South, you will be responsible for planning and developing service strategies that align with the company’s objectives. Key responsibilities include:
• Ensuring response times, first-time fix rates, and preventive maintenance compliance meet or exceed targets.
• Leading the creation and execution of a “customer first” and “company first” service strategy to drive a win-win outcome.
• Implementing and managing audit programs for service distributors, analyzing findings, and closing gaps in after-sales service delivery.
• Managing and delivering a high-quality customer experience from a service and repair perspective.
• Providing real-time feedback on quality issues to improve product reliability and customer satisfaction.
• Creating and maintaining 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.
• Collaborating with cross-functional teams and occasionally leading projects and training junior staff.
• Evaluating and supporting ongoing training needs to strengthen service capabilities within the region.
• Managing cost-efficiency within the service department, including labour, spare parts, and assets.
  

Let’s Talk About You

• 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.