Service Manager Jakarta

* Responsible for leading and delivering high quality of customer service and support (installation and troubleshooting) * Develop and implementing ZEISS service program including service contract and remote service (ZEISS SMART service) to achieve targeted service revenue * Managing the selection and development of people, resources, and budgets necessary to perform the functions of the department. * Ensuring the accuracy and completeness of all repair orders, spare part availability and return authorizations * Manage and establish field service spare parts list, training, and support for distributors. * Collaborate and work synergy with sales, application, logistic and administrative functions to perform services and satisfy demand. * Continuously monitor customer satisfaction through surveys or direct feedback. * Continuously review and monitor service work procedures, work schedules, and expedites workflow. Create standardize procedures, edit, or remove when needed to improve efficiency and electiveness operation. * Closely work with the regional or corporate service teams to identify, develop, and coordinate various field support functions * Ensure ongoing or critical technical situations are escalated as appropriate in a timely manner. * Train appropriate personnel to ensure product repair and technical support knowledge is transferred across the team. * Attract, retain, and develop the capabilities of employees within the Service function * Demonstrate effective leadership that all have clear guidance on expectations on their behaviors in roles * Providing remote (on-call) and on-site service support and maintenance for company products when needed. **1\. Education / Professional Certification** * Degree in electromedic/electrobiomedic or electrical engineering or any related field **2\.** **Experience** * At least 8 - 12 years’ experience in field service operation experience. * Minimum 3 years in managerial role. * Knowledge in medical devices specifically for microscope, ophthalmology (diagnostic, therapeutic) equipment is preferable * Understand concept and implementation of service program and service contract for medical equipment * Experience handling customer feedback, complaints, and dissatisfaction * Experience managing customer satisfaction level through NPS (Net Promotor Score) or any similar * Performed good arrangement in time and service operation management * Having cross functional coordination with sales and application team * Proven in leadership and competency development for engineer/subordinate **3\.** **Knowledge / Skills / Other characteristics** * Strategical thinking for increasing service revenue, team development and customer satisfaction * Strong analytical thinking on electronics and mechanical and problem solving/process oriented * Excellent IT knowledge in computer software and hardware, operating system, disk backup software (especially with networking is a must) and service report application. * Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills. * Good command of spoken and written English * Strong customer service skills, to provide high-quality care and attention throughout the sales and service process * Pleasant personality, proactive mindset * Able to support the team and participate actively in collaborative manner * Flexible working hours - weekend shifts required * Willing to travel when required Your ZEISS Recruiting Team: Astrid Annissa Sastaviyana, Yosseano Kuncahyo