Manager, Technical Support - Surgical Robot

Job Responsibilities:

1. Team Leadership & Supervision
Lead, mentor, and manage the technical support team for surgical robotic systems across assigned countries.
Allocate resources, set performance goals, and conduct regular evaluations to ensure high-quality service delivery.

2. System Installation & Configuration Management
Oversee the end-to-end installation and configuration of robotic surgical systems in hospitals and surgical centres.
Provide technical guidance to ensure optimal system performance and compliance with global standards.

3. Advanced Troubleshooting & Escalation Support
Act as the highest level of escalation for complex technical issues, coordinating remote and on-site interventions.
Collaborate with Clinical, Quality, and R&D teams to drive timely resolution and root cause analysis.

4. Preventive Maintenance Strategy
Develop regional preventive maintenance schedules and ensure adherence to minimise system downtime.
Monitor system performance data to proactively identify potential risks and improvement opportunities.

5. Training & Capability Building
Design and deliver advanced technical training programs for internal engineers and healthcare professionals.
Champion the creation and continuous improvement of technical documentation, troubleshooting guides, and knowledge databases.

6. Cross-Functional Collaboration
Partner with R&D to provide field insights for product enhancements, new feature testing, and validation of software/hardware releases.
Work closely with Sales and Marketing to support pre-sales demonstrations and customer technical inquiries.

7. Quality & Compliance
Drive quality assurance processes within the support organisation, ensuring compliance with local regulations and Micro Port® quality standards.
Lead investigations of product quality issues and contribute to corrective and preventive action plans.

8. Operational Excellence
Manage the regional technical support budget, spare parts inventory, and external service vendors.
Establish key performance indicators (KPIs) and continuously improve service efficiency and customer satisfaction.

Qualifications:

Bachelor’s degree or higher in Engineering (Biomedical, Mechanical, Electrical, or related disciplines).
Minimum of 8 years’ experience in technical support, field service, or engineering roles within the medical device industry; at least 3 years in a team leadership or supervisory position.
Strong knowledge of robotic systems, electro-mechanical devices, and control systems; hands-on experience with surgical robots is highly preferred.
Proven ability to diagnose and resolve complex technical issues, with a customer-centric mindset.
Excellent project management and organisational skills, capable of handling multiple priorities across different countries.
Outstanding verbal and written communication skills in English; proficiency in additional Asian languages (e.g., Thai, Malay, Tamil) is an advantage.
Demonstrated leadership competencies: team development, strategic thinking, cross-cultural collaboration, and change management.
Willingness to travel frequently within the region for on-site support, installations, and team meetings.