Responsibilities

1. Service Operations Management

• Oversee daily service operations and ensure service levels meet customer expectations.
• Implement and monitor service procedures, policies, and standards.
• Maintain compliance with health, safety, and industry regulations.

1. Team Leadership

• Supervise and lead service staff
• Schedule and assign tasks, and ensure adequate manpower coverage.
• Provide training, mentoring, and performance reviews.

1. Customer Service

• Act as the escalation point for customer complaints or complex service issues.
• Ensure high levels of customer satisfaction and retention.
• Develop strategies to enhance the customer experience.

1. Resource & Inventory Management

• Manage service tools, spare parts, and equipment inventory.
• Check and Ensure Service tools are deem fit to be deployed for usage for Service staff to carry out commissioning and PM procedures
• Coordinate procurement and vendor relationships for service-related needs.

1. Service Reporting & Analysis

• Prepare service performance reports (e.g., turnaround times, customer feedback).
• Analyze data to identify trends and areas for improvement.

1. Process Improvement

• Initiate and lead continuous improvement initiatives.
• Introduce automation or digital tools where applicable.
• Implement KPIs and metrics for better service delivery.

1. Budgeting and Cost Control

• Manage the service department’s budget and expenditures.
• Forecast staffing and operational costs.

1. Cross-Department Collaboration

• Liaise with sales, product, and technical teams to ensure integrated service delivery relating to installation and commissioning.
• Support business development with after-sales service inputs.

Requirements

1. Diploma or Bachelor’s degree in a relevant field, such as:

• Business Administration, Biomedical Engineering, Customer Service Management and Operations Management

1. 3–5 years of experience in a service-related role (e.g., technician, engineer, customer support, operations)
2. 1–3 years of supervisory or management experience in a service environment
3. Scheduling, resource planning, and workflow optimization.
4. Experience with CRM systems, service management software, MS Excel/Word/PowerPoint.
5. Familiarity with ERP or inventory management tools
6. Able to lead, motivate, and manage a team effectively.
7. Strong interpersonal and conflict-resolution skills.
8. Analytical skills to assess service data and identify improvements.
9. Clear verbal and written communication and Capable of presenting reports or leading client meetings.
10. Good technical and analytical trouble shooting skills in equipment and systems.
11. Requires commuting within Singapore from site to site to execute duties.
12. Proficient in spoken and written English
13. Basic knowledge in IT networkin

Please refer the Job description for details