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 MicroPort 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:

1. Bachelors degree or higher in Engineering (Biomedical, Mechanical, Electrical, or related disciplines).
2. 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.
3. Strong knowledge of robotic systems, electro-mechanical devices, and control systems; hands-on experience with surgical robots is highly preferred.
4. Proven ability to diagnose and resolve complex technical issues, with a customer-centric mindset.
5. Excellent project management and organisational skills, capable of handling multiple priorities across different countries.
6. Outstanding verbal and written communication skills in English; proficiency in additional Asian languages (e.g., Thai, Malay, Tamil) is an advantage.
7. Demonstrated leadership competencies: team development, strategic thinking, cross-cultural collaboration, and change management.
8. Willingness to travel frequently within the region for on-site support, installations, and team meetings.