Head of service (Healthca

KOS International Holdings; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Vincere is seeking a Service Manager in Hong Kong to lead and develop its technical service team across Life Sciences and IVD product portfolios. You will manage field service engineers, oversee installation, maintenance, and troubleshooting, and ensure high equipment uptime and customer satisfaction.

The role requires a Bachelor's in Engineering and 8+ years of service management in medical devices or healthcare, with strong leadership, English and Chinese communication, and the ability to

Qualifications

• Bachelor's degree in Engineering or related field.
• 8+ years of service management or field service experience in medical devices or healthcare.
• Proven leadership of engineering/service teams.
• Strong English and Chinese communication skills.

Responsibilities

• Lead, coach and motivate a service team of Field Service Engineers and Admin staff.
• Oversee installation, preventive maintenance, corrective maintenance and troubleshooting.
• Maintain strong relationships with hospitals, labs and healthcare customers.
• Ensure service activities meet quality and regulatory standards.
• Collaborate with Sales, Product Management and Application teams; support service contracts.

Skills

Leadership

Communication

Stakeholder management

People management

Project management

Customer relationship

Bilingual English/Chinese

Education

Bachelor's degree in Engineering / Biomedical Engineering / Electronics

Job description

Job Title

Service Manager (Location: Hong Kong)

Company Overview

A leading healthcare solutions provider is seeking an experienced Service Manager to lead and develop its technical service team in Hong Kong. This role plays a critical part in ensuring high-quality after-sales support, equipment uptime, customer satisfaction, and operational excellence across Life Sciences and IVD product portfolios.

Key Responsibilities

Team Leadership & People Management

• Lead, coach and motivate a service team comprising Field Service Engineers and Service Administration staff.
• Monitor team performance and establish clear service KPIs and objectives.
• Conduct regular performance reviews, training and development planning.
• Foster a customer-centric and high-performance culture.

Service Operations Management

• Oversee daily field service activities, including installation, preventive maintenance, corrective maintenance and troubleshooting.
• Ensure timely response to customer service requests and escalation issues.
• Optimize resource allocation and engineer scheduling to maximize efficiency and service coverage.
• Drive continuous improvement initiatives across service processes.

Customer Relationship Management

• Serve as the key escalation point for critical customer issues.
• Maintain strong relationships with hospitals, laboratories, research institutions and private healthcare customers.
• Collaborate with customers to ensure high service satisfaction and equipment uptime.

Technical Service & Compliance

• Ensure all service activities meet company standards, quality requirements and regulatory compliance.
• Support product installations, upgrades and validation activities when required.
• Monitor service documentation, maintenance records and technical reporting.

Business & Commercial Support

• Partner closely with Sales, Product Management and Application teams.
• Support service contract renewal strategies and aftermarket revenue growth.
• Monitor service performance metrics, budgeting and operating costs.
• Prepare management reports and service business reviews.

Requirements

• Bachelor's Degree in Engineering, Biomedical Engineering, Electronics or related disciplines.
• 8+ years of service management or field service experience within medical devices, diagnostics, life sciences or healthcare industries.
• Proven experience managing engineering/service teams.
• Strong knowledge of medical equipment, IVD systems or life science instrumentation.
• Excellent leadership, communication and stakeholder management skills.
• Experience working with hospitals, laboratories and healthcare professionals preferred.
• Proficiency in English and Chinese.