About the Company
Adecco Indonesia is representing a global leader with over 175 years of innovation across medical, industrial, and consumer applications. Our client has established a strong presence in the medical devices market in Indonesia and is now looking to strengthen its after-sales service leadership to support continued growth.
About the Role
The Service Manager will lead the company's field service operations in Indonesia, owning both the technical delivery and commercial performance of the service function. Reporting to senior leadership, this role carries responsibility for team development, customer satisfaction, and service revenue, making it a critical position at the intersection of operations, people leadership, and business growth. The ideal candidate combines deep technical knowledge in medical devices with the commercial mindset to drive service program adoption and the people skills to build a high-performing engineering team.
Key Responsibilities
- Lead end-to-end field service operations including installation, maintenance, and troubleshooting for medical devices across Indonesia
- Develop and implement service programs — including service contracts and remote service solutions — to achieve targeted service revenue
- Manage spare parts availability, repair workflows, return authorizations, and distributor technical support
- Build, develop, and retain the service engineering team through clear expectations, coaching, and structured capability development
- Monitor and improve customer satisfaction through NPS tracking, direct feedback, and continuous process improvement
- Partner closely with sales, application, logistics, and regional/corporate service teams to ensure seamless service delivery
- Escalate critical technical situations appropriately and ensure timely resolution
- Standardize service procedures and continuously review workflows for operational efficiency
Requirements
- Degree in Electrobiomedical/Electromedical Engineering, Electrical Engineering, or a related field
- 8–12 years of field service experience with a minimum of 3 years in a managerial role
- Background in medical devices is strongly preferred — particularly microscopy and/or ophthalmology (diagnostic and therapeutic) equipment
- Proven experience managing service contracts, customer complaint resolution, and NPS or equivalent satisfaction programs
- Strong cross-functional coordination experience with sales and application teams
- Solid IT proficiency including networking, hardware/software troubleshooting, operating systems, and service reporting tools
- Excellent communication skills in English, both spoken and written
- Willingness to travel and flexibility for weekend shifts when required
