Lead Field Service Manager – Medical Equipment & Support

ZEISS Group; Jakarta Pusat; On-site; IDR 700,000,000 - 950,000,000; Full time

Benefits offered by this job

Flexible working hours

Weekend shifts

Job summary

ZEISS Group is seeking a seasoned Field Service Leader in Jakarta to direct high-quality customer support across installation and troubleshooting. You will develop service programs, including contracts and remote services, to grow revenue while ensuring efficient resource use and strong team performance.

Key duties include managing spare parts, training, and distributor support, coordinating with sales and logistics, and maintaining customer satisfaction through surveys.

Qualifications

• Degree in electromedic/electrobiomedic or electrical engineering.
• 8–12 years of field service operation experience.
• Minimum 3 years in managerial role.
• Experience with medical devices, microscope and ophthalmology equipment preferred.
• Strong leadership and cross-functional coordination.
• Excellent English communication and customer service skills.

Responsibilities

• Lead and deliver high quality customer service and support (installation and troubleshooting).
• Develop and implement ZEISS service program including service contracts and remote service (ZEISS SMART service) to achieve revenue targets.
• Manage resources, budgets, and people for department effectiveness.
• Ensure accuracy of repair orders, spare part availability, and return authorizations.
• Establish field service spare parts lists, training, and distributor support.
• Collaborate with sales, application, logistics and admin to satisfy service demand.
• Monitor customer satisfaction via surveys or feedback.
• Review service procedures and schedules to improve efficiency and operations.
• Coordinate with regional/corporate service teams for field support functions.
• Escalate critical technical situations promptly and appropriately.
• Train personnel to transfer repair and technical knowledge across the team.
• Attract, retain, and develop capabilities within the Service function.
• Provide remote on-call and on-site service support and maintenance as needed.
• Education / Professional Certification requirements.

Skills

Leadership

Customer service

Field service

Electrical engineering

Medical devices

NPS management

Analytical thinking

English communication

Travel readiness

Team development

Education

Electrical engineering degree

Electromedical/Biomedical background

Tools

Networking knowledge

Service reporting software

Job description

ZEISS Group is seeking a seasoned Field Service Leader in Jakarta to direct high-quality customer support across installation and troubleshooting. You will develop service programs, including contracts and remote services, to grow revenue while ensuring efficient resource use and strong team performance.

Key duties include managing spare parts, training, and distributor support, coordinating with sales and logistics, and maintaining customer satisfaction through surveys.