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Job Description & How to Apply Below
- Develop and commercialize value-added service programs for Indonesia, including post sales handling training, performance verification maintenance concepts, repair-routing support, customer education, and installed-base service initiatives.
- Drive and grow assigned service revenue targets by identifying installed-base opportunities, customer needs, service gaps, and practical programs that can be offered through channel partners.
- Support the commercial team and distributors in positioning service as part of the KARL STORZ customer value proposition, including technical input for service quotations and customer-facing discussions.
- Provide technical support for troubleshooting, repair assessment, product-care guidance, documentation quality, and escalation preparation.
- Coordinate repair routing to KARL STORZ HQ or designated repair centers, including complete case documentation, serial number details, fault description, photos/videos where useful, quotation follow-up, shipment status, repair status, and return closure.
- Deliver technical and product-care training to biomedical engineering teams, hospital technicians, nurses, end users, distributor sales teams, and distributor service team for existing and new products.
- Conduct occasional customer and distributor visits for market understanding, customer support, service opportunity development, training, or technical issue clarification.
- Establish service SOPs, checklists, trackers, and dashboards for case intake, repair routing, training, revenue, and recurring issues.
- Support required sample-based inbound visual and functional QC checks, with clear documentation and escalation of product condition, identification, serial / lot number accuracy, visible damage, and basic functional findings where applicable.
- Analyze recurring technical issues, repair trends, feedback, training needs, and service bottlenecks; recommend corrective actions and service improvements.
- Diploma or bachelor’s degree in Biomedical Engineering, Electrical / Electronics Engineering, Mechatronics, Medical Technology, or a related technical discipline. Biomedical Engineering background is strongly preferred.
- Minimum 5–8 years of experience in medical device service, technical support, biomedical engineering, distributor service, after-sales support, or clinical technical support.
- Experience with surgical equipment, endoscopy systems, imaging systems, operating-room equipment, CSSD-related workflows, or capital medical devices is strongly preferred.
- Experience working with distributors, channel partners, or third-party service teams is highly preferred.
- Experience supporting service revenue, service contracts, preventive maintenance programs, installed-base initiatives, or customer service programs is an advantage.
- Experience handling repair documentation, RMA routing, overseas repair coordination, technical escalation, or communication with HQ / regional repair centers is preferred.
- Able to read and interpret technical manuals, service instructions, troubleshooting guides, repair documentation, and basic functional-check requirement for adaption to local market.
- Strong training and presentation capability with biomedical engineers, hospital technicians, nurses, distributor sales teams, and distributor service teams.
- Able to create practical SOPs, checklists, trackers, training records, dashboards, and reporting routines from scratch.
- Good documentation discipline and understanding of why regulatory, quality, and service records must be complete and traceable.
- Commercially aware and able to understand service as a business driver, not only as technical repair support.
- Strong communication skills in Bahasa Indonesia and English.
- Hands-on, structured, independent, and comfortable working in a start-up subsidiary environment where processes are still being built.
- Willing to travel occasionally for customer or distributor visits within Indonesia as required.
Position Requirements
10+ Years
work experience
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