Field Service Manager - Korea - Remote Eligible
LivaNova
Service Manager
As a global medtech company, we are driven by our Vision of changing the trajectory of lives for a new day and our Mission to create ingenious solutions that ignite patient turnarounds. Our relentless commitment to patients and strong legacy of innovation in healthcare are the foundation of our future. If you're looking for a new chance, a new beginning, a new trajectory, LivaNova is where your talent can truly thrive. Join our talented team members worldwide to become a pioneer of tomorrow—because at LivaNova, we don't just treat conditions — we aspire to alter the course of lives.
Job Purpose
Functional responsibility:
Provide expert advice and assistance on the devices to distributors and customer representatives within the region.
Lead the Field Service Team and be involved in department planning, including the development of service programs, competitive analysis, department strategies and provides periodic on-the-job service training for distributor engineers.
Provide periodic on-site technical assistance to resolve difficult equipment and customer problems, especially for the key customers.
The Service Manager is considered the expert on this specific product line.
Responsible for building up and standardizing spare parts inventory management, service protocol.
Major Accountabilities
Service Strategy & Execution
- Implement regional service plans, including ATS/HLM maintenance and database improvements.
- Drive customer satisfaction and coordinate complaints, FCOs, and FENs with HQ.
- Provide technical training and support to distributor teams.
Technical Service & Customer Support
- Perform installation, maintenance, troubleshooting, and technical support for medical devices.
- Deliver responsive customer service, manage inquiries, and resolve complaints.
- Track equipment assets, service records, and contract renewals.
- Maintain and request critical spare parts inventory.
Team & Knowledge Development
- Support team capability through training, coaching, and resource coordination.
- Develop FAQ and technical documentation for internal and customer use.
Asset, Documentation & Cost Management
- Ensure responsible management of company assets and tools.
- Complete service reports and administrative tasks on time.
- Maintain cost-effective operations within the assigned territory.
Compliance & Ethical Conduct
- Ensure full compliance with LivaNova's ethics, compliance, and code-of-conduct standards.
- Enforce company policies, procedures, and business practices.
Perform additional tasks as assigned by line managers.
Ideal Background
Education
Bachelor's Degree in Biomedical Engineering or related field
Languages
English: good spoken & written
Experience/Professional requirement
- Minimum 5 years experience in field service engineering or related field
- Minimum 2 years experience in managing team
- Experience of related medical devices is preferred
- Excellent written and verbal communication skills
- Use logical methods to identify and solve equipment, software and operating system problems quickly and accurately
- Demonstrated self-starter with the ability to proactive plan, schedule and develop own work with minimal supervision
- Proven track record of demonstrating knowledge and understanding of compliance topics
- People management skills
- Ability to work effectively with co-workers and customers