Activities & responsibilities supporting each area
Operational Excellence
Track and update performance objectives, namely: -
Uptime Achievement ≥ 95%;
Response Time ≤ 24 hours; and
Preventive Maintenance Plan = 100%
Manage tools for controlling, monitoring and measuring KPIs
Coordinate job requests to ensure efficient and effective resource allocation
Administer and execute the preventive maintenance plan to increase productivity, decrease waste, improve work execution and reduce unexpected breakdowns and/or failures
Management of D365FO Installed Base and Contract creation, SPARKS CASE and Work Order
Spare parts Inventory Planning, purchase requisition (indent request order to IM)
Administer and prepare customer quotation, follow up for customer purchase order
Execute the processing of customer service order/purchase order received
Execute the administration of service orders creation, customer billing, and delivery.
Compliance to various QMS and regulatory requirement
Productivity & Efficiency in Turnaround Time
Manage and coordinate the installation, testing, operation, maintenance and repair of medical devices
Plan and coordinate all pre-delivery and commissioning work
Execute and/or facilitate all service jobs, including but not limited to warranty, preventive and breakdown, in accordance with established best practices and processes to ensure productivity and efficiency in turnaround time
Monitor IM spare part purchase order-to-receiving turnaround time
Customer Relationship Management
Build and maintain relationships with customers, work closely with the customers on all day-to-day operational matters
Monitor and review customer service standards and key metrics to identify performance gaps
Execute customer management program(s) including the collection and collation of customer feedback to identify opportunities and areas for improvement
Handle all customer complaints or queries; escalate unresolved issues to Head of Department and/or management
Work Experience & Qualification
Recognized Diploma / Degree in Biomedical Engineering, Mechanical Engineering, Electronics Engineering or related fields
Minimally 2 years of relevant work experience
Experience in medical equipment service administration
