Technical Service Manager

SPD Scientific (M) Sdn Bhd (formerly known as Bio-Focus Saintifik Sdn Bhd) is a reputable distribution company that has established itself in the thriving Life Sciences and Diagnostic Industry. Our company provides a wide selection of high-quality laboratory consumables, test-kits reagents, biomedical and laboratory equipment, as well as a diverse range of microbiology culture media and diagnostic products.

We offer numerous advantages to customers across various industries, including the F&B sector, pharmaceuticals, academic, healthcare and government research institutions. By supplying essential tools for medical research and discoveries, we help these industries achieve their goals and facilitate progress in their fields.

Our products find applications in various healthcare settings, including clinics, blood banks, and hospitals, where they are utilized for research and analysis in microbiology, molecular biology, hematology, immunohistology-chemistry, and biochemistry. With a team of experienced and highly qualified professionals, we provide unmatched expertise and exceptional support for all our clients, ensuring a unique level of assistance.

We stand out from our competitors by offering our customers an added value through a seamless range of high-quality services, starting from pre-sales assistance and extending to post-sales support. With our extensive technical expertise gained over the years, we strive to provide exceptional customer application support, reliable information technology services, and consistent maintenance. Ensuring that our products meet and exceed industry safety standards is of utmost importance to us.

Responsibilities:

• Effectively manage all services operation, delivering effective operation of the technical service team ensuring that services activities such as customer visit, training, vacation and other planned activities are always on track to meet/exceed customer’s expectation.
• To consistently deliver the company’s business management expectations successfully across all areas of development for the technical division, such as, acquiring new competencies of the technical team, ensuring steady growth of new technical service business and continue improvement for the technical service operation and its processes.
• To take responsibility for the overall performance of the technical team ensuring all SLA’s and KPI’s are delivered in accordance with the contract and our customers’ satisfaction, fully responsible to oversee and conduct weekly/monthly meetings to align the technical service team and other departments.
• Preparation of reports for top management, review and report monthly to the HOD and respective Business Managers on service-related issues. Provide regular updates to the management and will produce monthly report and conduct presentation to the management for Monthly Management Meeting or when requested to do so.
• Take the lead role in introducing ways of working changes from the Business Process Centre and be responsible in managing technical service team on changes and further oversee that record keeping of job reports is in an accurate and timely manner after the new changes.
• Liaise and coordinate with external vendors, clients, suppliers and other business managers and staff on all issues pertaining to sales and service activities. Review their performance and highlight corrective actions and implement solutions to resolve any dissatisfaction areas. Ensuring that the final works meet/exceed the requirements of the customers.
• Providing the technical team with informed guidance on spare parts pricing, contract sales, and maintenance agreements, ensuring that we stay competitive in the market while delivering values to our customers and fostering long-term loyalty.
• Effectively manage and sustain an ideal inventory level of spare parts that aligns with the unique requirements of our business and the diverse range of equipment we offer.
• Responsible for the profitability of the service division through effective cost management and optimizing the team operation for maximum productivity and efficiency.

Pre-requisites:

• Degree/Diploma in Engineering or related field
• Minimum 5 years of relevant experience in technical service with 2 years in supervision
• Demonstrated ability to negotiate and adapt quickly to changing priorities and work effectively in a fast-paced environment.
• Proficient in MS Office – Word, Excel and PowerPoint
• Ability to write and converse fluently in English and possesses strong communication skills.