Assistant Manager, Service, Customer Care

Plan, coordinate, monitor, and evaluate the activities of the Service Team in delivering customer support services, including installation, calibration, functional testing, user training, maintenance, repair, and retrofit activities for all marketed products. Ensure that all services are performed in accordance with approved work plans, budgets, company policies, and applicable Standard Operating Procedures (SOPs), with the objective of achieving high levels of customer satisfaction and loyalty across all territories of Sysmex Indonesia, whether managed directly or through Sub-Distributors.

Responsibility:

• Lead and coordinate Service Engineers and Sub-Distributors in delivering high-quality technical services to customers.
• Ensure accurate and timely documentation of service activities within the CRM system.
• Monitor market trends and competitor activities to support strategic business decisions.
• Support cross-functional initiatives involving Call Center, Training Center, and Sales & Marketing teams.
• Oversee FCA/FSCA implementation and ensure compliance with corporate standards and timelines.

Requirements:

• Bachelor's Degree in Biomedical Engineering, Electrical Engineering, Electronics Engineering, Mechanical Engineering, Medical Technology, or a related field.
• Minimum 5 years of experience in technical service/field service, preferably within the medical device, diagnostics, healthcare, or laboratory equipment industry.
• Minimum 2 years of experience in a supervisory or team leadership role.
• Excellent communication, problem-solving, and stakeholder management abilities.
• Ability to collaborate effectively with cross-functional teams, including Sales, Marketing, Quality, and Training departments.
• Fluent in Bahasa Indonesia and English, both written and spoken.
• Willing to travel frequently across assigned territories (if needed)