Field Application Specialist Manager

Trades Workforce Solutions; Indonesia; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A prominent medical diagnostic company in Indonesia seeks a strong leader to manage their FAS department. The role involves developing operational strategies, overseeing training and troubleshooting, and ensuring customer satisfaction through effective resource management. Candidates should have a Bachelor's degree in a relevant field and substantial experience in product applications and diagnostics. Offering competitive salary and benefits, this position primes you for leadership in a rewarding environment.

Benefits

Competitive Salary

THR

BPJS Kesehatan & Ketenagakerjaan

Medical Allowances

Working Tools Provided

Qualifications

• 5–7 years of experience in product application or technical fields, 2 years in a managerial role.
• Experience with troubleshooting systems and training.
• Ability to analyze technical performance data.

Responsibilities

• Develop strategies and operational policies for the FAS department.
• Lead cross-departmental coordination for technical support strategies.
• Oversee troubleshooting and training activities for customer satisfaction.
• Analyze and report key technical performance indicators.

Skills

Strong knowledge of diagnostic instruments

Analytical skills

Leadership

Troubleshooting and service support

Education

Bachelor's degree in Biology, Biotechnology, Biomedical Sciences

Job description

About the company

Geekhunter is hiring on behalf of our client, a distinguished medical diagnostic company in Indonesia, recognised for its expertise in medical equipment, pharmaceuticals, and biotechnology.

Job Responsibilities

• Develop strategies and operational policies for the FAS department in alignment with company targets, customer needs, and the direction of product and technical service development.
• Translate corporate strategies into periodic work plans and activity priorities for FAS (training, troubleshooting, customer engagement), ensuring effective implementation across all operational areas.
• Define resource allocation and team task distribution based on workload, competencies, and case urgency to deliver optimal technical responses to customers.
• Lead cross-departmental coordination (Sales, Marketing, Finance, Legal, Supply Chain & Logistics, and Principals) to synchronize technical support strategies, scientific promotional activities, and integrated resolution of field issues.
• Oversee troubleshooting and training activities carried out by the FAS team, ensuring effectiveness, timely case resolution, and customer satisfaction in line with the Service Level Agreement (SLA).
• Safeguard the accuracy and completeness of technical documentation, including ticket manuals, activity reports, and training forms, while ensuring compliance with company systems and procedures.
• Conduct evaluation and validation of weekly, monthly, and special FAS project reports, and prepare strategic performance reports for submission to the Technical Support Manager or senior management.
• Lead internal coordination meetings and FAS team performance reviews, addressing KPI achievements, technical challenges, and follow-up improvement plans.
• Foster team competency development through coaching, mentoring, performance evaluation, and internal training programs to ensure technical readiness and professionalism.
• Analyze and report key technical performance indicators (KPIs) such as First Call Resolution (FCR), Customer Feedback, and Machine Uptime to support data‑driven decision‑making and service quality improvement.
• Plan, manage, and control the FAS operational budget, covering training needs, business travel, equipment/consumables, and petty cash expenditures, in line with company efficiency policies.
• Manage relationships with principals and vendors, including claim processes, component replacements, and communication regarding technical issues or product updates.
• Ensure continuity and updates of company technical documents, including SOPs, product guides, and technical presentation materials on internal platforms (Teams or other systems), keeping them relevant and compliant with the latest standards.
• Play an active role in long‑term planning for the Technical Support division, including service innovation, efficiency improvement, and the development of digital‑based technical support systems.

Job Requirements

• Bachelor’s degree (minimum) in Biology, Biotechnology, Biomedical Sciences, or related fields. A master’s degree is an advantage, particularly in biotechnology or health sciences.
• At least 5–7 years of experience in product application, laboratory, or technical fields, with a minimum of 2 years in a supervisory or managerial role.
• Strong knowledge of diagnostic instruments and product applications (molecular diagnostics, life science tools, etc.).
• Understanding of troubleshooting systems, training, and service support.
• Ability to analyse technical performance data and customer service metrics (FCR, uptime, customer feedback).

Benefits

• Competitive Salary.
• THR.
• BPJS Kesehatan & Ketenagakerjaan.
• Medical Allowances.
• Working Tools Provided.