Position Summary

We are looking for a seasoned and strategic Regional Service Manager to lead and drive the service operations for our region. This role demands a strong leader with a track record in managing technical service teams, improving operational performance, building customer trust, and ensuring compliance with service excellence standards. The Regional Service Manager will be accountable for aligning regional service strategies with overall business goals, optimizing resource allocation, and leading a high-performance team.

Key Responsibilities

Strategic & Operational Leadership

- Develop and execute the regional service strategy in alignment with national service goals.

- Lead and mentor a team of Field Service Engineers (FSEs) and Service Partners (SPs), fostering a culture of accountability, quality, and continuous improvement.

- Own and manage all service operations within the region, ensuring timely service delivery and customer satisfaction.

- Track and analyze service metrics to identify performance gaps, optimize processes, and implement corrective actions.

Cross-functional & Stakeholder Management

- Liaise with the logistics, back-office, and sales teams to ensure seamless coordination for spare parts movement, contract execution, and project support.

- Act as a regional point of contact for escalations, working closely with Senior Management (SD, ZSH, PTS) to resolve critical service issues.

- Participate in pre-sales meetings, site inspections, and project planning to support business development initiatives.

Customer Relationship & Escalation Management

- Build and maintain strong relationships with key regional customers through regular visits, service reviews, and strategic discussions.

- Lead customer negotiations on service contracts, spare parts, and project requirements.

- Ensure a high level of customer engagement and proactive resolution of issues to enhance loyalty and retention.

- Team Performance & Compliance Oversight

Conduct structured performance reviews of FSEs/SPs on KPIs such as:

- Contract penetration

- Collection efficiency

- Preventive maintenance (PM) and FSCA closure

- Recertification and tool calibration

- Customer feedback and consumables promotion

- Admin/reporting discipline via Oxando

- Compliance with safety protocols and proper use of safety gear

- Drive adherence to internal SOPs and regulatory standards, ensuring full operational and quality compliance.

- Conduct periodic field audits to monitor safety, work quality, and adherence to company policies.

Business Contribution & Process Improvement

- Drive regional revenue growth through service contract renewals, upselling consumables, and identifying service-to-sales leads.

- Recommend and implement operational improvements to enhance service delivery efficiency and customer satisfaction.

- Own the resolution of inventory challenges, including emergency part removals from demo units and warehouse coordination.

Qualifications

- Bachelor's degree or diploma in Engineering (Biomedical, Mechanical, Electronics, or similar).

- MBA from a top college in required

- Minimum 7-10 years of experience in service operations, preferably in the medical devices or healthcare technology sector.

- Proven leadership experience managing large, distributed technical teams.

- Strong command of MS Office and service management tools (e.g., Oxando or similar platforms).