Senior Service Business Engineer

KARL STORZ; Jakarta Pusat; On-site; IDR 200,000,000 - 260,000,000; Full time

Job summary

KARL STORZ Indonesia seeks an experienced service professional to develop and commercialize value-added service programs, including post-sales handling training, maintenance concepts, and repair routing. You will train biomedical engineers, hospital staff, and distributor teams while driving service revenue and ensuring quality documentation.

The role requires 5–8 years in medical device service, strong knowledge of surgical and imaging equipment, and the ability to travel within Indonesia.

Qualifications

• Diploma or Bachelor’s degree in Biomedical Engineering, Electrical / Electronics Engineering, Mechatronics, Medical Technology.
• Minimum 5–8 years of experience in medical device service, technical support, biomedical engineering, distributor service, after-sales support, or clinical technical support.
• Experience with surgical equipment, endoscopy systems, imaging systems, operating-room equipment, CSSD-related workflows, or capital medical devices is strongly preferred.

Responsibilities

• Develop and commercialize value-added service programs for Indonesia, including post sales handling training and maintenance concepts.
• Drive and grow assigned service revenue targets by identifying installed-base opportunities and service gaps.
• Support the commercial team and distributors in positioning service as part of the customer value proposition.
• Provide technical support for troubleshooting, repair assessment, product-care guidance, and documentation quality.
• Coordinate repair routing to HQ or designated repair centers with complete case documentation and status tracking.
• Deliver technical and product-care training to biomedical engineering teams, hospital technicians, nurses, and distributor service teams.
• Conduct occasional customer and distributor visits for market understanding and service opportunity development.
• Establish SOPs, checklists, trackers, and dashboards for case intake, repair routing, and revenue tracking.
• Support sample-based inbound QC checks with documentation and escalation of product condition.
• Analyze recurring issues and service bottlenecks and recommend corrective actions.

Skills

Biomedical Engineering

Electrical Engineering

Mechatronics

Medical Technology

Technical support

Training capability

Documentation discipline

Bahasa Indonesia & English fluency

Education

Diploma or Bachelor’s degree in Biomedical Engineering, Electrical / Electronics Engineering, Mechatronics, Medical Technology

Job description

• Develop and commercialize value-added service programs for Indonesia, including post sales handling training, performance verification maintenance concepts, repair-routing support, customer education, and installed-base service initiatives.
• Drive and grow assigned service revenue targets by identifying installed-base opportunities, customer needs, service gaps, and practical programs that can be offered through channel partners.
• Support the commercial team and distributors in positioning service as part of the KARL STORZ customer value proposition, including technical input for service quotations and customer-facing discussions.
• Provide technical support for troubleshooting, repair assessment, product-care guidance, documentation quality, and escalation preparation.
• Coordinate repair routing to KARL STORZ HQ or designated repair centers, including complete case documentation, serial number details, fault description, photos/videos where useful, quotation follow-up, shipment status, repair status, and return closure.
• Deliver technical and product-care training to biomedical engineering teams, hospital technicians, nurses, end users, distributor sales teams, and distributor service team for existing and new products.
• Conduct occasional customer and distributor visits for market understanding, customer support, service opportunity development, training, or technical issue clarification.
• Establish service SOPs, checklists, trackers, and dashboards for case intake, repair routing, training, revenue, and recurring issues.
• Support required sample-based inbound visual and functional QC checks, with clear documentation and escalation of product condition, identification, serial / lot number accuracy, visible damage, and basic functional findings where applicable.
• Analyze recurring technical issues, repair trends, feedback, training needs, and service bottlenecks; recommend corrective actions and service improvements.

Your Talents

• Diploma or bachelor’s degree in Biomedical Engineering, Electrical / Electronics Engineering, Mechatronics, Medical Technology, or a related technical discipline. Biomedical Engineering background is strongly preferred.
• Minimum 5–8 years of experience in medical device service, technical support, biomedical engineering, distributor service, after-sales support, or clinical technical support.
• Experience with surgical equipment, endoscopy systems, imaging systems, operating-room equipment, CSSD-related workflows, or capital medical devices is strongly preferred.
• Experience working with distributors, channel partners, or third-party service teams is highly preferred.
• Experience supporting service revenue, service contracts, preventive maintenance programs, installed-base initiatives, or customer service programs is an advantage.
• Experience handling repair documentation, RMA routing, overseas repair coordination, technical escalation, or communication with HQ / regional repair centers is preferred.
• Able to read and interpret technical manuals, service instructions, troubleshooting guides, repair documentation, and basic functional-check requirement for adaption to local market.
• Strong training and presentation capability with biomedical engineers, hospital technicians, nurses, distributor sales teams, and distributor service teams.
• Able to create practical SOPs, checklists, trackers, training records, dashboards, and reporting routines from scratch.
• Good documentation discipline and understanding of why regulatory, quality, and service records must be complete and traceable.
• Commercially aware and able to understand service as a business driver, not only as technical repair support.
• Strong communication skills in Bahasa Indonesia and English.
• Hands-on, structured, independent, and comfortable working in a start-up subsidiary environment where processes are still being built.
• Willing to travel occasionally for customer or distributor visits within Indonesia as required.