Service Manager (Medical Device)

PT Carl Zeiss Indonesia; Jakarta Pusat; On-site; IDR 900,000,000 - 1,500,000,000; Full time

Job summary

ZEISS is seeking a Service Manager in Jakarta to lead the after-sales service function, ensuring high-quality customer support and operational excellence. You will oversee service operations, manage the Service team, and drive service revenue through contracts, renewals, and parts, while coordinating with Sales, Applications, and Global Service to meet business objectives.

The role requires a Bachelor's degree in Engineering or related field, 10+ years in service environments, and proven

Qualifications

• Proven ability to lead after-sales service operations and teams.
• Strong customer-facing and stakeholder-management skills.
• Analytical thinker with problem-solving and decision-making capabilities.

Responsibilities

• Lead the overall after-sales service function with focus on high-quality, timely support.
• Manage service operations including installation, preventive and corrective maintenance, repair, and technical support.
• Develop and manage the Service team to achieve performance, capability, and customer-service objectives.
• Monitor service KPIs, revenue from service contracts, renewals, and other offerings.
• Collaborate with Sales, Applications, Product, Finance, and Global Service to align service strategy with business goals.

Skills

Leadership

Customer relationships

Analytical thinking

Planning & performance management

Education

Bachelor's degree in Engineering or related field

Job description

The Service Manager is responsible for leading the overall after-sales service function, ensuring high-quality customer support, operational excellence, and sustainable service business growth. The role owns service operations, service team performance, customer satisfaction, service quality, and commercial service revenue, including service contracts and other service offerings. The Service Manager leads and develops the Service team, manages service performance and resources, and works closely with Sales, Application, Product, Finance, Regional/Global Service, and other stakeholders to ensure reliable customer support and achievement of business objectives.

Key Responsibilities

Lead the overall after-sales service function and ensure high-quality, timely, and reliable customer support.

Manage service operations, including installation, preventive maintenance, corrective maintenance, repair, and technical support.

Lead, develop, and manage the Service team to achieve performance, capability, and customer service objectives.

Manage service resources, capacity, productivity, and operational priorities effectively.

Monitor key service KPIs, customer satisfaction, service quality, and operational performance.

Manage complex customer issues and act as the escalation point for critical service matters.

Drive service revenue and commercial performance, including service contracts, renewals, repairs, spare parts, and other service offerings.

Develop and execute strategies to increase service contract coverage, renewal rates, customer retention, and recurring revenue.

Manage service pipeline, quotations, pricing, cost, and profitability in line with company guidelines.

Collaborate with Sales, Application, Product, Finance, Regional/Global Service, and other stakeholders to support customer and business objectives.

Drive continuous improvement in service operations, customer experience, service quality, and business performance.

Ensure service activities comply with ZEISS policies, quality standards, EHS requirements, and applicable regulations.

Provide management with regular updates on service performance, revenue, risks, opportunities, and improvement initiatives.

Requirements

Education

Bachelor's degree in Engineering, Biomedical Engineering, Medical Engineering, Business, or another relevant discipline.

Additional management, commercial, or technical qualifications are an advantage.

Experience

Minimum 10 years of experience in field service, after-sales service, medical devices, healthcare technology, or a comparable technical service environment.

Minimum 3 years of experience as Service Manager or any relevant leadership position.

Proven experience in service operations and managing customer-facing technical teams.

Experience managing service contracts, service revenue, quotations, or other commercial service activities.

Demonstrated experience in team leadership, performance management, and capability development.

Experience managing complex customer issues and cross-functional projects.

Experience in medical, ophthalmic, laboratory, or other high-technology equipment is preferred.

Knowledge & Skills

Strong knowledge of after-sales service operations and customer support.

Commercial acumen in service contracts, revenue, pricing, cost, and profitability.

Effective leadership, people management, and talent development.

Strong customer relationship and stakeholder management.

Analytical thinking, problem-solving, and sound decision-making.

Planning, resource allocation, and performance management.

Negotiation and business communication skills.

Continuous improvement and change management capability.

Proficiency in English and relevant business/service systems.

Willingness to travel as required.

Provide clear direction, objectives, priorities, and accountability for the Service team.

Coach and develop Service Engineers and build a strong technical and customer-focused service organization.

Conduct performance management, talent development, succession planning, and workforce planning for the Service function.

Make decisions on service resources, priorities, customer escalations, and operational matters within the assigned authority.

Establish a culture of ownership, customer focus, collaboration, continuous learning, and high performance.

Partner with Sales and other functions to align service strategy with overall business objectives.

Represent the Service function in management discussions and provide recommendations on business, operational, customer, and talent matters.

We are the pioneer of science in optics, we continue to challenge the limits of human imagination.

The company was founded in 1846 by Carl Zeiss, who anchored precision, a commitment to innovation and the creation of real value for customers and society. In 1889, Ernst Abbe established the Carl Zeiss Foundation in memory of his partner as the sole owner of ZEISS, until today the foundation is exclusively committed to promoting science and progress.

Today, around 46,500 employees globally in around 50 countries work hard to fulfill and exceed customer expectations. They generated annual revenue total in of nearly 11 billion euros (FY 2023/24) in the four ZEISS segments.

We are the pioneer of science in optics, we continue to challenge the limits of human imagination.

The company was founded in 1846 by Carl Zeiss, who anchored precision, a commitment to innovation and the creation of real value for customers and society. In 1889, Ernst Abbe established the Carl Zeiss Foundation in memory of his partner as the sole owner of ZEISS, until today the foundation is exclusively committed to promoting science and progress.

Today, around 46,500 employees globally in around 50 countries work hard to fulfill and exceed customer expectations. They generated annual revenue total in of nearly 11 billion euros (FY 2023/24) in the four ZEISS segments.