PMLS & MIS Service Supervisor

Position Summary

The PMLS & MIS Service Supervisor is responsible for leading and managing services operations for the PMLS (Patient Monitoring & Life Support) and MIS (Medical Imaging System) product lines across Thailand. The role focuses on enhancing service delivery performance, developing service team capabilities, strengthening distributor service competence, ensuring high customer satisfaction, and supporting sustainable service business growth.

The position serves as a key bridge between customers, distributors, sales teams, application teams, and headquarters to ensure efficient technical support and effective service operations, and successful execution of strategic initiatives within the PMLS and MIS businesses.

The ideal candidate should possess strong leadership skills, service management experience, solid technical knowledge of medical devices, project coordination capabilities, and a customer-oriented mindset.

Key Responsibilities

• Lead daily service operations for PMLS and MIS product lines across Thailand.
• Ensure timely and effective installation, preventive maintenance, corrective maintenance, and technical support activities.
• Monitor service quality and operational KPIs, including response time, resolution time, uptime, customer satisfaction, and service productivity.
• Drive continuous improvement initiatives to enhance service efficiency and customer experience.
• Manage service escalations and coordinate resources to resolve critical customer issues.
• Supervise, coach, and develop field service engineers and distributor service teams.
• Build technical competency through structured training, certification programs, and skill development plans.
• Conduct performance management and regular competency assessments.
• Promote knowledge sharing and best practices within the service organization.
• Develop succession plans and strengthen organizational capabilities.
• Develop and strengthen distributor service capabilities for PMLS and MIS product lines.
• Establish service standards, certification requirements, and operational processes.
• Monitor distributor service performance through KPI reviews and regular audits.
• Provide technical guidance and escalation support for complex cases.
• Ensure distributor compliance with company service policies and quality standards.
• Support service contract sales, warranty extensions, preventive maintenance agreements, and value-added service offerings.
• Collaborate with Sales and Marketing teams to identify service business opportunities.
• Drive service revenue growth through lifecycle service solutions.
• Participate in customer discussions regarding service agreements, SLA commitments, and support strategies.
• Support achievement of assigned service business objectives.
• Lead service-related activities for major installations, system upgrades, relocation projects, and strategic customer projects.
• Coordinate cross-functional resources to ensure successful project implementation.
• Provide technical consultation during pre-sales and post-sales phases.
• Support product launches and deployment of new technologies within PMLS and MIS portfolios.
• Proactively identify project risks and implement mitigation plans.
• Build and maintain strong relationships with biomedical engineers, clinical users, hospital management teams, and procurement stakeholders.
• Serve as escalation point for key service issues.
• Conduct regular customer visits and service reviews.
• Monitor customer feedback and implement improvement actions.
• Drive customer satisfaction and long-term customer loyalty.
• Collaborate closely with Sales, Applications, Marketing, Supply Chain, Quality, Regulatory, and Headquarters teams.
• Support business planning, resource allocation, and strategic service initiatives.
• Ensure alignment between service objectives and overall business goals.
• Foster a customer-focused and performance-driven culture within the organization.

Requirements

• Bachelor's degree or above in Biomedical Engineering, Medical Engineering, Electronics Engineering, Electrical Engineering, Healthcare Technology, or related fields.
• Minimum 5 years of experience in medical device service, technical support, or service operations.
• Minimum 2 years of people management, team leadership, or supervisory experience.
• Experience with PMLS, Patient Monitoring, ICU, Anesthesia, Ventilator, Ultrasound, X-ray, Imaging Systems, or related medical technologies is highly preferred.
• Experience working with distributors and channel partners is preferred.