Service Manager

About us:

Esco Lifesciences Group is improving lives through science! Headquartered in Singapore, expanded globally with factories and offices in 43 locations around the world, Esco is building a synergistic ecosystem of life science tools, diagnostics, therapies, and technologies to improve human lives.

With nearly 50 years of history and a strong foundation in Singapore, Esco is a dynamic, fast-growing, mid-sized multinational organization that bridges East and West. We offer a diverse, inclusive, and globally connected environment where youll collaborate with top experts and visionary clients worldwide. As we accelerate our global expansion, youll have the unique opportunity to grow your career in tandem with the company, driving innovation and shaping a healthier, more equitable, and resilient future.

Job Title: Service Manager, Medical BU

Role Overview

The Service Manager will lead regional service operations for laboratory equipment and life sciences products, with full ownership of service delivery, customer experience, and service business performance. The role is responsible for driving service revenue growth, operational excellence, and high customer satisfaction, while building a strong, capable field service team.

Key Responsibilities

1. Service Operations & Delivery Excellence

Lead and manage field service operations, ensuring high-quality support for installation, maintenance, and repair of laboratory and healthcare equipment.

Ensure all breakdown calls are responded to within defined SLAs and drive timely resolution of technical issues.

Monitor service performance metrics including turnaround time (TAT), MTTR (Mean Time to Repair), and first-time fix rate (FTFR).

Oversee scheduling and deployment of service engineers to optimize response time and productivity.

Ensure compliance with quality standards, documentation, and regulatory requirements.

2. Service Business & Revenue Ownership

Own and drive service revenue targets, including AMC/CMC contracts, spares, and upgrades.

Improve installed base coverage and contract penetration across the region.

Identify opportunities for service-led sales, cross-selling, and lifecycle value enhancement.

Monitor and control service costs to improve profitability and operational efficiency.

3. Customer Experience & Relationship Management

Drive a high level of customer satisfaction and retention, ensuring consistent service quality.

Manage key customer relationships including hospitals, laboratories, and pharma clients.

Handle critical customer escalations and ensure end-to-end resolution with ownership.

Implement Voice of Customer (VoC) feedback mechanisms and improvement initiatives.

4. Team Leadership & Capability Development

Lead, mentor, and develop a team of field service engineers to build a high-performance service organization.

Drive technical and behavioral training, certification, and continuous skill development.

Set clear performance goals and manage team productivity and utilization.

Foster a culture of accountability, safety, and customer-centricity.

5. Cross-Functional Collaboration

Partner with sales teams to support pre-sales activities, technical discussions, and solution positioning.

Collaborate with product and technical teams to provide market feedback and improve serviceability.

Support new product introductions, installations, and customer onboarding.

6. Process Excellence & Digital Enablement

Drive adoption of service management systems/CRM tools for tracking service activities and performance.

Improve service processes, workflows, and documentation for higher efficiency and transparency.

Use data and analytics to monitor performance, identify gaps, and implement corrective actions.

Promote preventive and predictive maintenance practices to improve uptime.

7. Governance, Reporting & Compliance

Prepare and present monthly service performance reports, including KPIs, revenue, and operational metrics.

Ensure accurate and timely maintenance of service documentation, reports, and internal systems.

Ensure adherence to company policies, safety standards, and regulatory compliance.

8. Technical Support & Field Engagement

Provide hands-on technical support for complex troubleshooting, commissioning, and certification when required.

Travel across India (>20%) for customer visits, team supervision, and critical issue resolution.

Key Performance Indicators (KPIs)

Service revenue growth (AMC/CMC, spares, upgrades)

Contract penetration (% of installed base under service contracts)

Customer satisfaction / NPS

MTTR, FTFR, and equipment uptime

Service turnaround time (TAT)

Team utilization and productivity

Escalation resolution time

Candidate Profile

812 years of experience in service operations, preferably in healthcare, life sciences, or laboratory equipment

Proven experience in team leadership and service business management

Strong technical knowledge with customer-facing experience

Commercial acumen with ability to drive service revenue and profitability

Excellent problem-solving, communication, and stakeholder management skills

Degree in Engineering or relevant technical field

Minimum 5 years of experience in laboratory equipment service, with at least 2 years in a supervisory role

Excellent written and spoken English

Willing to travel across India for customer support

Valid drivers license, experienced in both automatic and manual vehicles