Head of Service & Support, Laboratory Diagnostics, Singapore

Job details

Location: Singapore
Job Type: Permanent
Reference: HLS/KP/130120/ CH
Posted: over 1 year ago
Consultant: Kelvin Pang
Consultant Email: email Kelvin
Consultant Phone:

Job description

Job Title                Head of Service & Support, Laboratory Diagnostics, Singapore

Job Summary     Our client is one of the leading IVD MNCs.


  • Manage the service support team and be responsible to expand the competitiveness with excellent services delivery to ensure highest customer satisfaction
  • Ensure the highest technical, application, operational and financial performance installation projects, equipment services and maintenance, upgrades and updates of Diagnostics equipment according to technical specification
  • Maintain the highest customer satisfaction including Service KPI (Service cost over total revenue) within the framework of Company Customer Services
  • Ensure the functional operation of Technical & application set up and comply to the required Service Support Process SERVOR (Registration, clarification, dispatch, spare part logistic, service confirmation, preventive maintenance, update instruction)
  • Implement the technical, Application and operational guidelines and processes as well as Company Remote Services (e.g. blue book, Field Service Strategy) to meet the operational KPI
  • Develop the competence with staff training based on the agreed business plan and future products for technical engineers & application specialists
  • Manage and site-specific support to the field force in any technical issues & application related to Diagnostics equipment and others related 3rd party systems
  • Escalate any incident to next level support (RSC/ HSC) according to defined Service Level Agreements (SLAs)
  • Interface with field force from incident to problem management and push for resolutions
  • Provide sales support for technical & application topics


  • Minimum 10 years of experience in similar Healthcare field
  • Experience in managing, leading, resource planning and motivating teams and individuals
  • Experience dealing with customer complaints
  • Experience in Singapore Public Healthcare system
  • Possess ability to prioritize work considering complex matrix of inputs
  • Possess good communication capability, organizational capability, presentation capability
  • Possess product knowledge of Diagnostics equipment and MS/ SAP Know-how
  • Possess good Project Management and organizational skills
  • Have a can-do attitude

Please contact Kelvin Pang at +65 6950 0364 or  for a confidential discussion

EA License no: 16S8066 | Registration no: R1325516

Only successful candidates will be notified.

This job has expired!