ResMed is a global leader in connected devices and digital health. We help millions of people sleep, breathe, and live better lives. Are you ready to help fuel our growth? As ResMed continues to evolve with the future of healthcare, our customer-centric organization focuses on cloud-connected devices and digital health technologies that are designed to help treat and manage sleep apnea, COPD, and other chronic respiratory diseases that, together, affect over one billion people worldwide.

 

Lets talk about the team

You will be joining a dedicated Technical Support team focused on delivering exceptional after-sales service and support across the region. Our culture prioritizes customer-first principles, collaboration, and continuous improvement to enhance both customer experience and product reliability.

 

Let’s talk about the role

• As a Regional Technical Service Engineer - South, you will be responsible for planning and developing service strategies that align with the company’s objectives. Key responsibilities include:
• Ensuring response times, first-time fix rates, and preventive maintenance compliance meet or exceed targets.
• Leading the creation and execution of a “customer first” and “company first” service strategy to drive a win-win outcome.
• Implementing and managing audit programs for service distributors, analyzing findings, and closing gaps in after-sales service delivery.
• Managing and delivering a high-quality customer experience from a service and repair perspective.
• Providing real-time feedback on quality issues to improve product reliability and customer satisfaction.
• Creating and maintaining after-sales dashboards covering metrics such as first-time fix (FTF), turnaround time (TAT), revenue pipeline, distributor service scores, spares forecasting, training needs, and safety stock levels.
• Collaborating with cross-functional teams and occasionally leading projects and training junior staff.
• Evaluating and supporting ongoing training needs to strengthen service capabilities within the region.
• Managing cost-efficiency within the service department, including labour, spare parts, and assets.

 

Let’s talk about you

• Bachelor’s degree in Biomedical Engineering, Electronics/Electrical Engineering (B.Tech/B.E) or equivalent.
• 6-8 years of experience servicing medical devices or similar technology-driven products.
• Strong customer service orientation with a passion for exceeding customer expectations.
• Proven ability to plan, implement, and monitor service strategies and audit programs.
• Experience managing service quality metrics such as first-time fix rates, turnaround times, and compliance.
• Demonstrated ability to analyze data and create dashboards/reports to guide decision-making.
• Proactive mindset with a drive to identify opportunities for continuous improvement.
• Excellent communication and interpersonal skills to build productive relationships with internal teams and external distributors.
• Effective cost management experience within a service or technical support function.