Service Manager

The Customer Service Manager will lead technical service operations across Thailand and selected Southeast Asian markets. The role is accountable for service performance, customer satisfaction, commercial results and team capability, while ensuring consistent quality, compliance and operational discipline.

·   Bachelor's degree in Mechanical Engineering, Electronics Engineering, Biomedical Engineering or a related discipline.

·   More than 10 years of service engineering or technical service experience in healthcare, medical devices or medical equipment.

·   At least 2 years of demonstrated people leadership, including the ability to motivate, coach and develop service teams.

·   Strong commercial and business acumen, with experience understanding customer needs, identifying service opportunities and improving business results.

·   Sound knowledge of equipment maintenance services, including installation, preventive maintenance, corrective maintenance and troubleshooting.

·   Proven ability to use data, service metrics and operational insights to improve efficiency and customer outcomes.

·   Strong stakeholder management and communication skills, with the confidence to manage customer escalations.

·   Fluent spoken and written English.

·   Legal right to work in Thailand and willingness to travel within the region.

·   Experience in a multinational medical technology, medical device, diagnostics or healthcare equipment company.

·   Previous experience as a Technical Customer Service Manager, Field Service Manager, Service Operations Manager or similar leader.

·   Exposure to service contracts, SLA management, distributor or partner service models, and service P&L.

·   Experience supporting hospital customers and coordinating with clinical, biomedical engineering and procurement stakeholders.

·   Lead and develop the customer service and field service organization across assigned markets.

·   Own service revenue, profitability, forecasting and performance monitoring.

·   Define and execute service growth plans aligned with regional business priorities.

·   Implement service policies, processes, procedures, tools and performance standards.

·   Ensure reliable service delivery, process adherence, service quality and operational efficiency.

·   Use service data and performance metrics to identify issues, improve outcomes and support business decisions.

·   Build workforce capability through coaching, technical development and succession planning.

·   Serve as the primary escalation point for complex customer matters and coordinate resolution with internal and external stakeholders.

·   Strengthen customer satisfaction and long-term relationships with hospitals and healthcare institutions.

·   Lead or support Service Level Agreement negotiations and ensure contractual commitments are met.

·   Identify service leads and collaborate with commercial teams to develop growth opportunities.

·   Ensure compliance with applicable laws, regulations, quality standards and internal requirements.