Technical Manager

Work Location

Sysmex Malaysia Office at Glenmarie, Shah Alam

Job Summary

The Technical Manager will lead and oversee the entire technical service team to achieve company objectives through close collaboration with internal departments. This role is responsible for driving operational excellence, continuous raising the customer service standards, strengthening after sales strategies, and ensuring compliance with company policies and regulatory requirements.

Key Responsibilities

• Lead and manage a team of technical personnel, including Team Leaders, Field Service Engineers and Technical Customer Service Coordinator ensuring effective service coverage across Malaysia.
• Mentor and coach Team Leaders to strengthen technical capabilities, leadership skills, and the effective resolution of technical issues and customer complaints.
• Oversee Malaysia technical service operations, ensuring timely response, continuous improvement of high customer service standards, and excellent customer satisfaction.
• Manage end-to-end technical workflows and ensure full compliance with company policies, industry standards, and local regulatory requirements.
• Monitor and manage the closure of customer complaints, Field Corrective Actions / Adverse Events, and audit findings within defined timelines.
• Oversee Technical Call Centre operations, ensuring effective first-level support, timely issue resolution, and high customer satisfaction.
• Drive effective utilization of Microsoft Dynamics CRM for service case management, reporting, performance tracking, and data-driven decision-making.
• Collaborate closely with cross-functional departments and Management to achieve company KPIs and business objectives.
• Monitor service performance metrics, analyze trends, and implement continuous improvement initiatives to enhance operational efficiency and customer service excellency.
• Ensure high standards in troubleshooting, repair, preventive maintenance, and overall service quality.
• Lead and participate in internal and external audits to ensure operational compliance, documentation accuracy, and regulatory adherence.
• Develop and manage the annual technical service budget and contribute to the company’s annual business plan, including resource planning and cost optimization.

Key Requirements

• Degree in Biomedical Engineering / Electronics Engineering / Electrical Engineering or equivalent
• Minimum 8 years of technical work experience, including 3–5 years in a managerial role..
• Prior experience in clinical laboratory, healthcare, life sciences, or medical device industry preferred
• Strong hands-on experience in troubleshooting and repair of medical equipment
• Proven leadership experience managing and coordinating technical service teams across multiple regions within Malaysia.
• Strong in problem-solving, decision-making, communication skills and people management skills
• Experience in aftersales service strategy planning and execution
• Proficiency in Microsoft Dynamics CRM
• Good understanding of regulatory and compliance requirements in the healthcare/medical industry

Why Sysmex Malaysia?

• Industry Leader: Be part of a pioneering company recognized globally in invitro diagnostics.
• Thriving Growth: Contribute to a multinational organization with a strong record of sustainable financial performance.
• Exceptional Benefits: Enjoy a comprehensive benefits package, plus exciting perks like sponsor fit and fun activities.
• Invested in You: Customize development programs, mentorship opportunities and career advancement pathways.
• Engaged Community: Activities designed to foster a vibrant, inclusive and collaborative workplace culture, and have a positive impact on the environment, society and community.

At Sysmex Malaysia we values diversity and inclusivity, and we welcome individual with relevant experience to apply and join our dynamic team

“Together For A Better Healthcare Journey”.