Service Manager (Medical Device)

Monroe Consulting Group; Jakarta Pusat; On-site; IDR 900,000,000 - 1,300,000,000; Full time

Job summary

Monroe Consulting Group Indonesia, an Executive Recruitment firm, is partnering with a Healthcare organization to hire a Service Manager (Medical Device) based in South Jakarta, Indonesia. The role leads the service organization to transform operations into a profitable unit while driving growth in contracts, parts, and after-sales services.

The ideal candidate has a strong engineering background, mandatory medical device industry experience, and proven leadership of service engineering teams to

Qualifications

• Bachelor's degree in Engineering or related technical discipline.
• Mandatory experience in the medical device industry.
• Proven experience leading service engineering teams.

Responsibilities

• Lead the service organization and transform the service function from a cost center into a profit-generating business unit.
• Drive service revenue growth through service contracts, maintenance agreements, spare parts, and after-sales service solutions.
• Develop and execute strategies to increase service contract acquisition, renewals, and long-term customer retention.
• Manage, coach, and develop a team of service engineers with varying levels of experience.
• Oversee day-to-day service operations, including spare parts availability and service delivery readiness.
• Improve operational excellence and service performance, including first-time fix rate and repair efficiency.
• Strengthen customer satisfaction and build strong relationships with key customers and internal stakeholders.
• Provide technical direction and guidance to the team when required.

Education

Bachelor's degree in Engineering or related technical discipline

Job description

Monroe Consulting Group Indonesia, an Executive Recruitment firm, is partnering with an organisation in the Healthcare industry to hire a Service Manager (Medical Device). This opportunity is based in South Jakarta, Indonesia.

Position Overview

Lead and develop the service organisation to drive operational excellence and sustainable business growth across the medical device service function.

Play a strategic role in transforming the service operation into a revenue-generating business unit while enhancing customer satisfaction and service performance.

Key Responsibilities

• Lead the service organization and transform the service function from a cost center into a profit-generating business unit.


• Drive service revenue growth through service contracts, maintenance agreements, spare parts, and after-sales service solutions.


• Develop and execute strategies to increase service contract acquisition, renewals, and long-term customer retention.


• Manage, coach, and develop a team of service engineers with varying levels of experience.


• Oversee day-to-day service operations, including spare parts availability and service delivery readiness.


• Improve operational excellence and service performance, including first-time fix rate and repair efficiency.


• Strengthen customer satisfaction and build strong relationships with key customers and internal stakeholders.


• Provide technical direction and guidance to the team when required.

Key Requirements

Qualifications & Experience

• Bachelor's degree in Engineering or a related technical discipline.


• Mandatory experience in the medical device industry.


• Strong technical foundation, with career progression from Service Engineer to managerial level.


• Proven experience leading service engineering teams.


• Demonstrated track record of growing service revenue, with measurable business results.

Technical / Functional Expertise

• Strong commercial mindset, strategic thinking, and business analysis skills.


• Experience driving service revenue growth through service contracts, maintenance agreements, spare parts, and after-sales service solutions.


• Strong technical expertise in medical device service operations.


• Ability to provide technical direction and guidance to service engineering teams.


• Experience managing service performance metrics, including first-time fix rate and repair efficiency.

Soft Skills & Leadership Competencies

• Excellent stakeholder management and customer-facing capabilities.


• Strong coaching and people development skills.


• Strategic leadership with the ability to drive organisational transformation.


• Confident presenting to senior and regional leadership.


• Fluent in English, both spoken and written.