ABOUT THE COMPANY
We are a team of dedicated professionals from Finance, Accounting, Human Resources, Career Counsellors, Mental Health Consulting and ERP sectors. Headquartered in Kenya, East Africa, with affiliates based in Africa, India, Middle East, North America, we offer an entire spectrum of consultancy services in Human Resources, Placements & Trainings, Career Counselling for Professionals & Students, Corporate & Individual Trainings, Authors & Writers Trainings, Accounting, Financial & Secretarial Services, Corporate Financial Services and ERP Implementation & Training.
TECHNICAL SERVICE MANAGER – MEDICAL EQUIPMENT
Location:
Nairobi, Kenya
Department:
Technical Services / Biomedical Engineering
Employment Type:
Full-Time
Reporting To:
Senior Management
JOB SUMMARY
We are looking for an experienced
Technical Service Manager
to lead the Technical Services / Biomedical Engineering function. The role will oversee the installation, commissioning, preventive maintenance, corrective maintenance, calibration and repair of medical equipment while ensuring high equipment uptime, customer satisfaction, service quality and regulatory compliance.
The position will lead biomedical engineers, field service engineers, technicians and technical support staff, while managing service contracts, spare parts, technical resources, manufacturers and customer relationships.
KEY RESPONSIBILITIES
Lead and manage the Technical Services / Biomedical Engineering team.
Develop service strategies, annual plans, budgets and performance targets.
Plan and supervise installation and commissioning of medical equipment.
Conduct or coordinate pre-installation site assessments.
Ensure equipment is installed, tested and commissioned according to manufacturer specifications.
Develop and monitor preventive maintenance programmes.
Manage equipment breakdowns, corrective maintenance and technical escalations.
Monitor service calls, response times, turnaround times and equipment uptime.
Manage warranties, SLAs and annual maintenance/service contracts.
Ensure timely completion of scheduled maintenance and service obligations.
Manage service tickets and ensure effective closure of technical issues.
Monitor first-time-fix rates and reduce repeat breakdowns.
Lead root-cause analysis for recurring equipment failures.
Manage spare-parts requirements, technical tools and test equipment.
Ensure test equipment is properly calibrated.
Maintain strong relationships with medical equipment manufacturers and technical principals.
Coordinate manufacturer training, warranty claims, technical escalations and equipment upgrades.
Ensure technical activities comply with applicable safety, quality and regulatory requirements.
Maintain accurate equipment, service, maintenance and technical records.
Support sales and commercial teams with technical input for quotations, tenders, demonstrations and proposals.
Identify opportunities for maintenance contracts, equipment upgrades, spare parts and technical services.
Manage departmental costs, budgets and service profitability.
Monitor customer satisfaction and resolve escalated technical complaints.
Train, coach and develop biomedical engineers and technical staff.
MEDICAL EQUIPMENT EXPERIENCE
Experience across a broad range of medical equipment is preferred, including:
Radiology and diagnostic imaging equipment
Laboratory and IVD equipment
Renal and dialysis equipment
Theatre and anaesthesia equipment
Critical-care equipment
Endoscopy and laparoscopy systems
Ultrasound equipment
Sterilisation and infection-prevention equipment
Cold-chain and refrigeration equipment
Ophthalmology equipment
Dental and physiotherapy equipment
Patient monitoring and life-support equipment
QUALIFICATIONS
Bachelor's Degree in
Biomedical Engineering, Medical Engineering, Electrical & Electronic Engineering, Mechanical Engineering
or a relevant engineering discipline.
Professional registration or eligibility for registration with the relevant professional body in Kenya.
Relevant manufacturer training/certification in medical equipment servicing and maintenance.
Project management, quality management, business management or HSE training is an added advantage.
Valid driving licence and willingness to travel extensively.
EXPERIENCE REQUIRED
Minimum 7 years’ experience
in medical equipment servicing, installation and maintenance.
Minimum 3 years’ experience in a supervisory/management role
within biomedical engineering, medical equipment or healthcare technology.
Proven experience managing biomedical/field service engineers and technical teams.
Strong experience in preventive and corrective maintenance.
Experience managing SLAs, warranties and maintenance contracts.
Experience in spare-parts management and service operations.
Experience working with international medical equipment manufacturers.
Experience in installation, commissioning and project implementation.
Familiarity with service-management, CRM and/or ERP systems.
KEY SKILLS
Strong biomedical engineering and troubleshooting skills
Medical equipment installation and commissioning
Preventive and corrective maintenance
Team leadership and people management
Service contract and SLA management
Customer relationship management
Manufacturer and supplier coordination
Spare-parts and inventory management
Project management
Budget and cost management
Technical reporting and documentation
Strong analytical and problem-solving ability
Excellent communication and negotiation skills
Strong commercial and customer-service orientation
Ability to work under pressure and manage multiple priorities
KEY PERFORMANCE AREAS
Performance will be measured against:
Equipment uptime and service reliability
Service response and resolution times
First-time-fix rate
Preventive maintenance completion
Service-ticket closure and ageing
Installation and commissioning performance
Customer satisfaction
Reduction in repeat breakdowns
Service-contract renewal and profitability
Service revenue and cost management
Spare-parts availability
Team productivity and technical competency
Safety, quality and regulatory compliance
Accuracy and timeliness of technical documentation
A hands-on technical leader with strong medical equipment service experience, team-management capability and excellent customer-management skills is required.
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