National Service Manager at Arjo

• The Service Manager leads the technical service operations for medical equipment, ensuring high-quality maintenance, repair, and customer support. This role is also responsible for driving revenue growth through service offerings, managing service contracts, and achieving financial and operational targets.

Essential Duties and Responsibilities:

Technical & Operational Oversight

• Manage installation, maintenance, and repair of medical devices and diagnostic equipment.
• Ensure service operations comply with health and safety regulations (e.g., ISO 13485).
• Develop and implement service protocols and preventive maintenance schedules.
• Monitor service KPIs including response time, resolution time, and equipment uptime.

Revenue Generation & Target Achievement

• Develop and execute strategies to grow service revenue through contracts, upgrades, and value-added services.
• Set and monitor financial targets for the service department.
• Collaborate with sales and product teams to identify upselling opportunities.
• Track and report on revenue performance, forecasting, and profitability.
• Ensure service offerings are competitively priced and aligned with market demand.

Customer Support & Relationship Management

• Serve as the primary point of contact for escalated technical issues.
• Build strong relationships with healthcare clients to understand their needs.
• Ensure service contracts are fulfilled and renewed appropriately.
• Provide technical guidance and training to clients on equipment usage and care.

Team Leadership

• Lead a team of field service engineers and technicians.
• Recruit, train, and evaluate service staff performance.
• Conduct regular technical workshops and compliance training.
• Foster a culture of accountability, safety, and continuous improvement.

Compliance & Documentation

• Maintain accurate service records and ensure traceability of repairs.
• Ensure all service activities meet regulatory standards (e.g., FDA, CE marking).
• Support audits and inspections by regulatory bodies.
• Stay updated on changes in medical device regulations and standards.

Qualification (Knowledge, Skills and Abilities):

• Bachelor’s degree in Engineering, or related field.
• Certifications in medical device servicing or regulatory compliance are a plus
• 5+ years in medical equipment servicing, with 2+ years in a leadership role.
• Experience with Medical Equipment preferred.
• Proven experience in revenue generation and achieving departmental targets
• Strong technical troubleshooting and diagnostic skills.
• Excellent communication and client-facing abilities.
• Strategic thinking with a commercial mindset.
• Knowledge of healthcare compliance and safety standards.
• Ability to manage field teams and coordinate logistics

Work Environment:

• Field and office-based; travel to client sites required. May involve emergency service calls and weekend availability.