Technical Service Manager, SEA

Plan, direct, prioritize, manage and monitor technical service activities so the organization provide service on-time, within budget, according to customer requirements, and ensuring the function provides service following contract agreements. Oversee and continuously improve processes to make them successful. Develop plans, cost estimates, and schedules. Lead, direct, evaluate, train and develop a team of professionals to ensure the organization´s activities are conducted accurately, ethically, according to processes and standards to fulfill customer needs. 

• Prioritize tasks and assign team members to ensure that the team´s resources are used effectively and that customer service agreements are fulfilled.
• Develop, evaluate, and review technical service procedures and standards, and update them as needed.
• Monitor the cost and effectiveness of activities to optimize resources, prioritize spending, and achieve timeliness, reliability, and customer satisfaction standards.
• Plan, prioritize, and implement service activities to fulfill maintenance contracts and service-level agreements.
• Estimate the cost, time, and resources required for installations, upgrades, and other technical services.
• Prepare work orders and monitor the progress of work against estimates.
• Keeps abreast of technology in assigned areas of responsibility and recommends technical solutions to business problems.
• Select, lead, direct, evaluate, and develop a team of service engineers to ensure that installations are completed on-time, within budget, and according to customer requirements.
• Update technical and engineers’ technical knowledge and ensures all engineers are properly trained to provide support to customers in all company technologies.
• Manages and provides leadership for the functional group’s development, direction, and effectiveness, adhering to organizational policies and processes and supporting overall business and corporate objectives.
• Monitors metrics and works with other functions within the company to support effective development, commercialization, and development improvements for all company products.
• Understands customer operational issues and works to resolve problems with product, procedures, and policies, driving change where necessary to resolve these issues.
• Ensures compliance with regional requirements, and other global regulations for the company’s operational product support and training programs. Drives changes to procedures when necessary to maintain compliance.
• Identify business opportunities to generate extra service revenues.

Project management software capability

• • Lead and manage service-related projects including upgrades, retrofits, and system integrations.
  • Develop project plans, schedules.
  • Coordinate with internal teams, vendors, and customers to ensure project milestones are met.
  • Monitor project progress and prepare regular status reports.
  • Ensure project documentation is complete and accurate.
  • Able to facilitate, plan and execute software(TOMES) to Blood Bank information system or Hospital information system

Education
Bachelor degree or above in Mechanical or Electric Engineering

Experience
• Minimum 7-10 years of experience in related filed with proven success managing teams across multiple countries and cultures
• Experience with program management and process improvement
• Experience in developing and implementing practices for training and supporting field operations
• Experience in developing annual objectives and budgets
• Experience working in a matrix organization
• Solid hands-on work experience in the field support and service
• Software or digital or connectivity experience is a plus

Skills
• Strong across culture, across function and across region communication skills
• Effective leadership, managerial and facilitation skills
• Excellent listening skills to engage in the remote collaboration
• Proven people and team management skills
• Solid understanding of support processes and metrics.
• Initiative to strive to understand customers and their environment coupled with a goal of delivering products and services that exceed customer needs.
• Market and industry knowledge, including customer/business issues, alliances, trends, and competitive issues.
• Excellent proficiency in office software
• Excellent language skills in English. Good command of Mandarin is a plus