Field Service Engineer Manager (Medical Device)

  • Sector: 医疗设备(CPO&CRO)
  • Contact: Arini Rindang CahayaPurba
  • Client: Monroe Consulting Group
  • Location: Jakarta
  • Salary: Negotiable
  • Expiry Date: 24 November 2024
  • Job Ref: BBBH468096_1724642116
  • Contact Email: arini.rindang@monroeconsulting.com

Executive recruitment company Monroe Consulting Group Indonesia is recruiting on behalf of a leading multinational company with a core business in medical devices. As expansion continues, our client is seeking a professional with at least 5 years' experience in field service and engineering in relevant industry for the job of field service manager. The job is based in Jakarta, Indonesia


Responsibilities:

  • Contribute to the development and execution of operational policies and procedures aimed at enhancing efficiency.
  • Maintain customer retention and ensure a high level of customer satisfaction.
  • Assign as the primary contact for addressing customer issues, including those from indirect partner channels.
  • Facilitate communication among different teams to address and fulfil customer requirements.
  • Identify areas for improvement and spearhead projects to enhance processes and outcomes.
  • Oversee staffing, training, and performance evaluations to improve the effectiveness of the customer service function.
  • Hold the team accountable for achieving key performance metrics such as Response Time, First-Time Resolution, accurate closure of problem records (quality complaints), Field Utilization, and Customer Allegiance Score (CAS).


Qualifications:

  • Possess a relevant educational background or substantial hands-on experience in a similar role.
  • Have at least 5 years of experience in customer service within a related industry.
  • Demonstrate proven success in team leadership and management.
  • Demonstrated ability to manage multiple projects effectively with minimal oversight.
  • Exceptional communication and interpersonal skills.
  • Proficient in computer applications and technical knowledge.
  • Demonstrate strong verbal and written communication abilities