Head of service (Healthca

Job Title

Service Manager (Location: Hong Kong)

Company Overview

A leading healthcare solutions provider is seeking an experienced Service Manager to lead and develop its technical service team in Hong Kong. This role plays a critical part in ensuring high-quality after-sales support, equipment uptime, customer satisfaction, and operational excellence across Life Sciences and IVD product portfolios.

Key Responsibilities

Team Leadership & People Management

• Lead, coach and motivate a service team comprising Field Service Engineers and Service Administration staff.
• Monitor team performance and establish clear service KPIs and objectives.
• Conduct regular performance reviews, training and development planning.
• Foster a customer-centric and high-performance culture.

Service Operations Management

• Oversee daily field service activities, including installation, preventive maintenance, corrective maintenance and troubleshooting.
• Ensure timely response to customer service requests and escalation issues.
• Optimize resource allocation and engineer scheduling to maximize efficiency and service coverage.
• Drive continuous improvement initiatives across service processes.

Customer Relationship Management

• Serve as the key escalation point for critical customer issues.
• Maintain strong relationships with hospitals, laboratories, research institutions and private healthcare customers.
• Collaborate with customers to ensure high service satisfaction and equipment uptime.

Technical Service & Compliance

• Ensure all service activities meet company standards, quality requirements and regulatory compliance.
• Support product installations, upgrades and validation activities when required.
• Monitor service documentation, maintenance records and technical reporting.

Business & Commercial Support

• Partner closely with Sales, Product Management and Application teams.
• Support service contract renewal strategies and aftermarket revenue growth.
• Monitor service performance metrics, budgeting and operating costs.
• Prepare management reports and service business reviews.

Requirements

• Bachelor's Degree in Engineering, Biomedical Engineering, Electronics or related disciplines.
• 8+ years of service management or field service experience within medical devices, diagnostics, life sciences or healthcare industries.
• Proven experience managing engineering/service teams.
• Strong knowledge of medical equipment, IVD systems or life science instrumentation.
• Excellent leadership, communication and stakeholder management skills.
• Experience working with hospitals, laboratories and healthcare professionals preferred.
• Proficiency in English and Chinese.