Manager, Service Tech Support & Training APAC

About the Company

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.

About the Role

The Manager, APAC Service Tech Support & Training is a senior technical leadership role responsible for delivering expert-level technical support, building field service and repair center technical capabilities, and establishing the infrastructure for future Service Engineering Centers across the Asia Pacific region. This role serves as the regional authority for ROSA robotic system technical escalations, owns the technical competency and capacity framework for Field Service Engineers (FSEs) and Repair Center technicians, and plays a pivotal role in shaping the long-term technical service strategy for APAC — including the development of next-generation Service Engineering Centres such as ROB (Robotics Olive Branch) or equivalent regional hubs.

Responsibilities

• Serve as the regional Level 3 technical authority for ROSA robotic systems, providing expert-level diagnostic and troubleshooting support for complex, unresolved technical issues escalated from Level 1 and Level 2 support tiers.
• Own the regional escalation management process, ensuring timely resolution of critical technical issues affecting ROSA field operations and repair centers across APAC.
• Act as the primary technical interface between APAC service teams and Global Technical Support / R&D engineering teams for escalated cases requiring product-level investigation or design feedback.
• Analyse escalation trends and recurring technical failures to identify systemic issues, driving root cause analysis (RCA) and coordinating corrective and preventive actions (CAPA) with relevant stakeholders.
• Maintain a regional knowledge base of technical solutions, troubleshooting guides, and escalation case histories to improve first-time resolution rates and reduce repeat escalations.
• Provide on-site technical support for critical customer situations, complex installations, or high-priority escalations where remote resolution is not feasible.
• Contribute to the development and review of technical service bulletins, field corrective actions, and product improvement recommendations based on APAC field experience.
• Design, develop, and deliver comprehensive technical training programs for ROSA Field Service Engineers (FSEs) and Repair Center technicians across APAC, covering installation, preventive maintenance, troubleshooting, repair, and software/hardware updates.
• Collaborate with Global Training and Technical teams to localize and adapt global training curricula to meet APAC-specific operational, regulatory, and language requirements.
• Provide hands-on coaching, mentoring, and on-the-job training support to FSEs and Repair Center technicians, particularly for newly onboarded team members or those transitioning to new ROSA product platforms.
• Establish and manage a structured training calendar for APAC, ensuring all FSEs and Repair Center staff receive timely and relevant technical training aligned with product updates, new releases, and identified competency gaps.
• Develop and maintain training materials including technical manuals, e-learning modules, practical assessments, and simulation exercises in partnership with Global Training teams.
• Evaluate training effectiveness through assessments, field performance data, and feedback mechanisms, continuously refining training content and delivery methods.
• Support country service managers in identifying individual and team training needs, developing targeted development plans to address gaps.
• Own and govern the APAC technical competency framework for ROSA FSEs and Repair Center technicians, defining role-specific technical skill requirements, certification levels, and proficiency standards.
• Maintain a current and accurate view of technical competency levels across all APAC FSEs and Repair Center staff, identifying gaps and driving structured development plans to close them.
• Own technical capacity planning for APAC, working with country service managers and HR to ensure the region has the right number of technically qualified FSEs and Repair Center technicians to meet current and future service demand.
• Establish and manage a technical certification and recertification program for ROSA, ensuring all FSEs and Repair Center technicians maintain up-to-date qualifications in line with product evolution and regulatory requirements.
• Define and track technical competency KPIs (e.g., certification rates, competency assessment scores, time-to-competency for new hires) and report progress to regional service leadership.
• Partner with HR and Talent Acquisition to define technical hiring profiles, support recruitment processes, and onboard new technical service staff effectively.
• Develop succession and depth-of-capability plans to ensure technical resilience and continuity across APAC service operations.

Benefits

• Development opportunities, employee resource groups (ERGs), and a flexible working environment.
• Location-specific competitive total rewards, wellness incentives, and a culture of recognition and performance awards.