Esco
Website:
escolifesciences.com
Job details:
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 you’ll collaborate with top experts and visionary clients worldwide. As we accelerate our global expansion, you’ll 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 Supervisor, Medical BU
Responsibilities:
- Supervise and support field service engineers in providing service support for laboratory equipment and life sciences products.
- Lead the service team to achieve: Client satisfaction improvement targets ,Service level targets, Productivity and efficiency goals, Quality standards, Turn-around time targets
- Ensure all breakdown calls are responded to within required response times and assist the team in resolving technical issues.
- Monitor field service activities, repairs, and maintenance to ensure operational efficiency and high-quality service delivery.
- Ensure a high level of customer satisfaction and effectively manage customer expectations.
- Prepare, review, and present monthly service reports to track overall performance and technical support activities.
- Coordinate scheduling and deployment of service engineers for installations, preventive maintenance, and troubleshooting.
- Escalate critical customer concerns or technical issues when necessary to ensure timely resolution.
- Ensure all service documentation is properly maintained and updated, including reports, technical manuals, and internal/distributor portals.
- Support troubleshooting, commissioning, and certification of laboratory equipment when required.
- Provide technical guidance, mentorship, and hands-on training to field service engineers.
- Build strong relationships with customers and maintain effective communication with key contacts.
- Support regional service operations and coordinate with sales, technical, and management teams.
- Travel across India (>20% travel) for customer visits, technical support, and service supervision as necessary.
- Spare parts & inventory management — Ensure a lean inventory system that meets operational needs and turnaround time
- SLA/KPI ownership — Ensure team KPI's are met with respect to SLA management, FTFR and uptime targets
- Cross-functional coordination — Coordination with quality assurance, and technical service teams to ensure highest standards of technical service delivered to customers
Requirements / Ideal Candidate:
- 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
- Strong leadership, analytical, and problem-solving skills
- Excellent written and spoken English
- Willing to travel across India for customer support
- Valid driver’s license, experienced in both automatic and manual vehicles
Click on Apply to know more.