Job Description

About the Company: This employer is a growing company that distributes and sells laboratory instruments to hospitals, research institutions, and industrial manufacturers. These instruments are primarily used in scientific research, clinical diagnostics, and quality control labs. This company has well-established operations in Malaysia and are looking to expand their footprint sustainably. About the Job: In this position, you will take responsibility for leading the field service engineering team. This is a team of field engineers that conduct installation, preventative maintenance, and after-sales troubleshooting and repair. This is a crucial team that provides important customer service and you will lead them to perform their best, while collaborating cross-functionally with other department heads. Job Responsibilities: Direct people management of the service engineering team, to motivate and guide them to provide top-tier service and support to customers nationwide. Hiring and training of new team members, and continuously developing the skills of seasoned engineers. Establishing of SOPs and workflows, and setting operational standards in place. Promoting best practices and usage of service management software. Managing the P&L of the service department, spare parts sales and service contracts. Ensuring service team achieves set annual targets for revenue and customer satisfaction. Collaborating with other functions such as sales, marketing, operations, and finance to provide unified and effective solutions for customers. Working closely with the operations team to ensure all compliance guidelines are met under the regulations of the Medical Device Authority (MDA) of Malaysia. Monitor service performance metrics, identify areas for improvement, and implement corrective actions. Work closely with principal manufacturers in terms of product training, knowledge sharing, and customer feedback. Developing a strong team culture and an attitude of excellence. Job Requirements: Bachelor\'s degree in electrical/electronic engineering, biomedical engineering, or a related discipline. 8+ years of service engineering experience in the medical device, scientific, or diagnostic industry, with exposure to multiple fields of equipment being an advantage. Team leadership experience, with direct management of service engineers. Experience with P&L management of the service function, including service contracts and spart parts sales. Excellent communication and rapport-building skills, not just with your own team but with colleagues from functions. Passion for training and coaching, and skill development of team members. Familiarity with relevant medical device regulations such as GDPMD, and ISO 13485. What\'s on offer: Exciting career progression opportunities in a rapidly expanding company. Competitive remuneration and benefits (RM 8000-11000 monthly). The chance to be part of a growth industry that makes a difference in people\'s lives.

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