Service Manager – Appasamy Ophthalmic Business, Philippines

Job Description: Service Manager – Appasamy Ophthalmic Business, Philippines

Location: Metro Manila, Philippines

Reports to: Country Manager / Regional Service Head

Department: Service & Technical Support

About Appasamy

Appasamy Associates is a leading manufacturer of ophthalmic equipment, surgical instruments, and IOLs from India. We partner with eye care professionals worldwide, delivering reliable products backed by strong after-sales support.

Role Purpose

Lead and expand service operations for Appasamy’s ophthalmic equipment in the Philippines. Ensure optimal equipment uptime, high customer satisfaction, and technical excellence while building a capable service team and growing service revenue.

Key Responsibilities

Service Operations & Team Leadership

• Oversee installation, preventive maintenance, and repair of Appasamy ophthalmic equipment: phaco machines, operating microscopes, slit lamps, lasers, etc.
• Recruit, train, and manage a team of Field Service Engineers covering Luzon, Visayas, and Mindanao.
• Define and track KPIs for response time, first-time fix rate, and CSAT. Drive continuous improvement.
• Implement SOPs for installations, warranty service, and field safety in line with company standards.

Customer & KOL Engagement

• Serve as the main point of contact for escalations from major hospitals, eye centers, and key opinion leaders.
• Build and maintain relationships with ophthalmologists, biomedical engineers, and hospital administration.
• Provide on-site clinical application support and user training for doctors, nurses, and OT staff.
• Assist the sales team during product demos, trade exhibits, and clinical evaluations.

Commercial & Business Growth

• Grow service income through Annual Maintenance Contracts, preventive maintenance programs, spare parts, and chargeable repairs.
• Manage spare parts forecasting, inventory levels, and import coordination with India head office.
• Handle service budgeting, cost control, and P&L for the service business unit.
• Identify equipment upgrade or replacement opportunities and coordinate leads with the sales team.

Compliance & Reporting

• Ensure compliance with DOH and FDA Philippines regulations, and ISO standards for medical device servicing.
• Maintain complete service documentation, CRM records, and submit monthly performance reports to management.
• Coordinate with the India factory for technical support, advanced troubleshooting, and product feedback.

Qualifications & Experience

Education: Bachelor’s degree in Electronics Engineering, Electrical Engineering, Biomedical Engineering, Instrumentation Engineering, or related engineering courses. PRC Licensed ECE/EE is an advantage but not required.

Experience: 6–10 years in medical device service, with at least 3 years in a supervisory or managerial role. Experience in ophthalmology equipment is highly preferred.

Technical: Hands-on proficiency in troubleshooting, calibration, and repair of ophthalmic surgical and diagnostic devices.

Skills: Strong leadership, customer service orientation, and communication skills. Fluent in English and Filipino.

Other: Willing to travel 40–50% nationwide. Must have a valid Philippine driver’s license and NBI clearance.

What We Offer

Competitive salary package + performance-based incentives

Company-provided car / car plan + fuel allowance for fieldwork

13th month pay, government-mandated benefits (SSS, PhilHealth, Pag-IBIG)

HMO coverage upon regularization, with dependent option

Paid vacation and sick leave credits

Technical training at Appasamy head office in India

Opportunity to lead and build the service foundation for a growing ophthalmic brand in the Philippines

Pay: Php40,000.00 - Php45,000.00 per month

Work Location: In person