Service Manager (Medical Equipment)

Monroe Consulting Group, an Executive Recruitment firm, is partnering with an organisation in the Healthcare industry to hire a Technical Manager. This opportunity is based in Kuala Lumpur, Malaysia. The organisation is seeking an experienced technical leader to oversee technical service operations, ensure equipment reliability, and deliver exceptional customer support while maintaining compliance with industry regulations.

Position Overview

Lead the technical service function to ensure the efficient installation, maintenance and repair of medical aesthetic equipment across the organisation.
Drive service excellence, regulatory compliance and team performance to support customer satisfaction and business growth.

Key Responsibilities

• Lead, supervise and develop the technical service team, including work allocation, performance reviews, coaching and training.
• Plan and oversee installation, preventive maintenance, calibration, laser alignment and repair activities.
• Manage service schedules and manpower allocation to ensure timely completion of jobs and effective response to equipment breakdowns.
• Provide technical guidance to the team and hands-on support for complex troubleshooting, urgent repairs and escalated customer issues.
• Monitor service quality, response times, recurring equipment faults and customer feedback, and implement improvements.
• Oversee spare parts inventory, warranty claims and the return of defective parts to manufacturers.
• Coordinate with manufacturers on technical issues, product complaints, service procedures and team training.
• Oversee equipment setup and technical support for demonstrations, exhibitions and new installations.
• Manage maintenance service contracts and ensure accurate quotations, service records and administrative documentation.
• Ensure technical matters are properly documented, communicated, tracked and followed through to resolution.
• Review technical service reports and maintain complete equipment maintenance records.
• Ensure all technical activities follow GDPMD guidelines, manufacturer specifications and applicable safety procedures.
• Coordinate with sales, logistics and other departments on equipment delivery, installation and after-sales support.

Key Requirements

Qualifications & Experience

• Diploma or Bachelor’s Degree in Electrical, Electronic or Mechanical Engineering, or an equivalent qualification.
• At least 5 years of relevant technical service experience, including maintenance and troubleshooting of medical laser or medical aesthetic equipment.
• Experience supervising or leading a technical service team.

Technical / Functional Expertise

• Maintenance and troubleshooting of medical laser or medical aesthetic equipment.
• Strong technical problem-solving skills, with the ability to guide the team through complex troubleshooting and repairs.
• Good planning and organisational skills, including managing service schedules, manpower and spare parts.
• Knowledge of GDPMD requirements and their application to technical service operations.
• Able to communicate effectively with customers, manufacturers and internal stakeholders, and prepare clear technical reports in English.

Soft Skills & Leadership Competencies

• Strong leadership, coaching and interpersonal skills, with a customer-focused approach.
• Able to work independently, prioritise urgent issues and ensure the team completes work within agreed timelines.
• Experience supervising or leading a technical service team.
• Possess a valid driving licence and be willing to travel for customer visits and urgent technical support when required.