Manager, Service Tech Support & Training APAC

Zimmer Biomet

Malaysia, Kuala Lumpur

8-12 Years

Save

Posted a month ago
Be among the first 10 applicants

Early Applicant

Job Description

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient's mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.

Job Summary

Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world. The Manager, APAC Service Tech Support & Training is senior technical leadership role responsible for delivering expert-level technical support, building field service and repair center technical capabilities, and establishing the infrastructure for future Service Engineering Centers across the Asia Pacific region. This role serves as the regional authority for ROSA robotic system technical escalations, owns the technical competency and capacity framework for Field Service Engineers (FSEs) and Repair Center technicians, and plays a pivotal role in shaping the long-term technical service strategy for APAC — including the development of next-generation Service Engineering Centres such as ROB (Robotics Olive Branch) or equivalent regional hubs.

Principal Duties & Responsibilities

ROSA Technical Level 3 Support & Escalations
Serve as the regional Level 3 technical authority for ROSA robotic systems, providing expert-level diagnostic and troubleshooting support for complex, unresolved technical issues escalated from Level 1 and Level 2 support tiers.
Own the regional escalation management process, ensuring timely resolution of critical technical issues affecting ROSA field operations and repair canters across APAC.
Act as the primary technical interface between APAC service teams and Global Technical Support / R&D engineering teams for escalated cases requiring product-level investigation or design feedback.
Analyse escalation trends and recurring technical failures to identify systemic issues, driving root cause analysis (RCA) and coordinating corrective and preventive actions (CAPA) with relevant stakeholders.
Maintain a regional knowledge base of technical solutions, troubleshooting guides, and escalation case histories to improve first-time resolution rates and reduce repeat escalations.
Provide on-site technical support for critical customer situations, complex installations, or high-priority escalations where remote resolution is not feasible.
Contribute to the development and review of technical service bulletins, field corrective actions, and product improvement recommendations based on APAC field experience.
ROSA FSE and Repair Centre Training Support & Coaching
Design, develop, and deliver comprehensive technical training programs for ROSA Field Service Engineers (FSEs) and Repair Center technicians across APAC, covering installation, preventive maintenance, troubleshooting, repair, and software/hardware updates.
Collaborate with Global Training and Technical teams to localize and adapt global training curricula to meet APAC-specific operational, regulatory, and language requirements.
Provide hands-on coaching, mentoring, and on-the-job training support to FSEs and Repair Center technicians, particularly for newly onboarded team members or those transitioning to new ROSA product platforms.
Establish and manage a structured training calendar for APAC, ensuring all FSEs and Repair Center staff receive timely and relevant technical training aligned with product updates, new releases, and identified competency gaps.
Develop and maintain training materials including technical manuals, e-learning modules, practical assessments, and simulation exercises in partnership with Global Training teams.
Evaluate training effectiveness through assessments, field performance data, and feedback mechanisms, continuously refining training content and delivery methods.
Support country service managers in identifying individual and team training needs, developing targeted development plans to address gaps.
ROSA FSE & Repair Centre Technical Competency and Capacity Owner
Own and govern the APAC technical competency framework for ROSA FSEs and Repair Center technicians, defining role-specific technical skill requirements, certification levels, and proficiency standards.
Maintain a current and accurate view of technical competency levels across all APAC FSEs and Repair Center staff, identifying gaps and driving structured development plans to close them.
Own technical capacity planning for APAC, working with country service managers and HR to ensure the region has the right number of technically qualified FSEs and Repair Center technicians to meet current and future service demand.
Establish and manage a technical certification and recertification program for ROSA, ensuring all FSEs and Repair Center technicians maintain up-to-date qualifications in line with product evolution and regulatory requirements.
Define and track technical competency KPIs (e.g., certification rates, competency assessment scores, time-to-competency for new hires) and report progress to regional service leadership.
Partner with HR and Talent Acquisition to define technical hiring profiles, support recruitment processes, and onboard new technical service staff effectively.
Develop succession and depth-of-capability plans to ensure technical resilience and continuity across APAC service operations
Setup Future Service Engineering Centres (ROB, REM & Equivalent)
Lead the strategic planning, design, and establishment of future APAC Service Engineering Centres, including Robotics Operations Bases (ROB), Repair Engineering Modules (REM), and other regional technical hubs as defined by the service strategy.
Define the operational model, scope of services, infrastructure requirements, tooling, equipment, and staffing needs for each Service Engineering Centre in alignment with global standards and APAC business requirements.
Develop detailed business cases, project plans, and investment proposals for the establishment of new Service Engineering Centres, securing stakeholder alignment and organizational approvals.
Lead cross-functional project teams — including Facilities, IT, Supply Chain, Quality, Regulatory, and HR — to execute the setup and commissioning of new Service Engineering Centres on time and within budget.
Establish quality management systems, standard operating procedures (SOPs), and regulatory compliance frameworks for new Service Engineering Centres, ensuring readiness for operational launch.
Define and implement the technical capability roadmap for each Service Engineering Centre, including planned expansions in repair scope, product coverage, and service capacity over time.
Benchmark APAC Service Engineering Centre models against global best practices and industry standards, incorporating learnings into the design and continuous improvement of regional hubs.
Serve as the ongoing operational and technical governance owner for established Service Engineering Centres, ensuring performance standards are met and capabilities are continuously developed.

This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions.

Expected Areas Of Competence (i.e., Knowledge, Skills And Abilities)

Bachelor's degree in Engineering (Mechanical, Electrical, Biomedical, Mechatronics, or related field) (required)
Relevant technical certifications in robotics, medical devices, or electromechanical systems (advantageous
Experience in medical devices, robotics, high-technology, or capital equipment industries is highly desirable
Minimum 8–12 years of experience in technical support, field service engineering, or service operations roles within medical devices, robotics, or high-technology industries
Minimum 3–5 years in a regional APAC leadership or senior technical role with multi-country responsibility
Demonstrated hands-on experience with ROSA robotic systems or equivalent surgical robotic / capital medical equipment platforms (strongly preferred)
Proven experience in designing and delivering technical training programs for field service or repair center teams
Experience in establishing or significantly transforming service operations infrastructure (e.g., repair centers, technical hubs) is highly desirable
Track record of managing complex technical escalations and interfacing with R&D or global engineering team
Fluency in English (required); proficiency in additional APAC languages is an advantage
Deep technical expertise in robotic systems, electromechanical devices, and medical device service operations
Strong diagnostic and analytical problem-solving skills for complex, multi-system technical issues
Excellent coaching, mentoring, and knowledge-transfer capabilities
Strong project management skills with the ability to lead multi-workstream, cross-functional initiatives
Strategic thinker with the ability to translate long-term service vision into actionable plans
Effective communicator with the ability to convey complex technical information to both technical and non-technical audiences
Proficiency in service management platforms (e.g., Salesforce Field Service, SAP, ServiceMax) and technical documentation tools
Fluency in English (required); proficiency in additional APAC languages is an advantage

Travel Requirements

Up to 50 percent
Applicants should be willing to work flexible hours, including evenings, weekends and the possibility of holidays

EOE/M/F/Vet/Disability

More Info

Job Type:

Industry:

Function:

Employment Type:

About Company

Zimmer BiometJob Source: www.linkedin.com

Job ID: 149037273

Jobs by Skill - IT

Jobs by Skill - Non IT

International Jobs

Jobs in Top Cities

8-10 yrs

MYR 10,500 - 12,500 per month

Kuala Lumpur

Skills:

"Reporting & Analytics", Trainer, Call Centre, Mandarin, Cantonese, Management Skill, "Contact Center Operations", "BPO Operations", "Team Management", "People Leadership", "Operations Management", "Voice Support", "Chat Support", "Email Support", "Customer Service", "Service Delivery", "Service Level Management", "SLA Management", "KPI Management", "Queue Management", "Real-Time Management", "Workforce Management", "WFM", "Roster Management", "Intraday Management", "Schedule Adherence", "Occupancy Management", "Shrinkage Management", "AHT", "Average Handle Time", "FCR", "First Contact Resolution", "CSAT", "Customer Satisfaction", "NPS", "Quality Management", "Abandonment Rate", "Contact Center Metrics", "Performance Management", "Coaching", "Mentoring", "Team Development", "Performance Appraisal", "Escalation Management", "Incident Management", "Root Cause Analysis", "RCA", "CAPA", "Kaizen", "Continuous Improvement", "Process Improvement", "SOP Development", "Operational Governance", "Stakeholder Management", "Client Management", "MIS Reporting", "Data Analysis", "CRM", "Telephony Systems", "Workforce Planning", "Conflict Resolution", "Hiring Management", "Attrition Management", "Absenteeism Management", "Information Security", "Data Privacy", "Audit Compliance", "Risk Management", "Microsoft Office", "Google Workspace", "Leadership", "Operational Excellence", "Customer Experience Management", "24/7 Operations Management"