Technical Service Manager (Medical Equipments)

Location: Nairobi, Kenya

Department: Technical Services / Biomedical Engineering

Employment Type: Full-Time

Reporting To: Senior Management

We are looking for an experienced Technical Service Manager to lead the Technical Services / Biomedical Engineering function. The role will oversee the installation, commissioning, preventive maintenance, corrective maintenance, calibration and repair of medical equipment while ensuring high equipment uptime, customer satisfaction, service quality and regulatory compliance.

The position will lead biomedical engineers, field service engineers, technicians and technical support staff, while managing service contracts, spare parts, technical resources, manufacturers and customer relationships.

• Lead and manage the Technical Services / Biomedical Engineering team.
  
• Develop service strategies, annual plans, budgets and performance targets.
  
• Plan and supervise installation and commissioning of medical equipment.
  
• Conduct or coordinate pre-installation site assessments.
  
• Ensure equipment is installed, tested and commissioned according to manufacturer specifications.
  
• Develop and monitor preventive maintenance programmes.
  
• Manage equipment breakdowns, corrective maintenance and technical escalations.
  
• Monitor service calls, response times, turnaround times and equipment uptime.
  
• Manage warranties, SLAs and annual maintenance/service contracts.
  
• Ensure timely completion of scheduled maintenance and service obligations.
  
• Manage service tickets and ensure effective closure of technical issues.
  
• Monitor first-time-fix rates and reduce repeat breakdowns.
  
• Lead root-cause analysis for recurring equipment failures.
  
• Manage spare-parts requirements, technical tools and test equipment.
  
• Ensure test equipment is properly calibrated.
  
• Maintain strong relationships with medical equipment manufacturers and technical principals.
  
• Coordinate manufacturer training, warranty claims, technical escalations and equipment upgrades.
  
• Ensure technical activities comply with applicable safety, quality and regulatory requirements.
  
• Maintain accurate equipment, service, maintenance and technical records.
  
• Support sales and commercial teams with technical input for quotations, tenders, demonstrations and proposals.
  
• Identify opportunities for maintenance contracts, equipment upgrades, spare parts and technical services.
  
• Manage departmental costs, budgets and service profitability.
  
• Monitor customer satisfaction and resolve escalated technical complaints.
  
• Train, coach and develop biomedical engineers and technical staff.
  

Experience across a broad range of medical equipment is preferred, including:

• Radiology and diagnostic imaging equipment
  
• Laboratory and IVD equipment
  
• Renal and dialysis equipment
  
• Theatre and anaesthesia equipment
  
• Critical-care equipment
  
• Endoscopy and laparoscopy systems
  
• Ultrasound equipment
  
• Sterilisation and infection-prevention equipment
  
• Cold-chain and refrigeration equipment
  
• Ophthalmology equipment
  
• Dental and physiotherapy equipment
  
• Patient monitoring and life-support equipment
  

• Bachelor's Degree in Biomedical Engineering, Medical Engineering, Electrical & Electronic Engineering, Mechanical Engineering or a relevant engineering discipline.
  
• Professional registration or eligibility for registration with the relevant professional body in Kenya.
  
• Relevant manufacturer training/certification in medical equipment servicing and maintenance.
  
• Project management, quality management, business management or HSE training is an added advantage.
  
• Valid driving licence and willingness to travel extensively.
  

• Minimum 7 years’ experience in medical equipment servicing, installation and maintenance.
  
• Minimum 3 years’ experience in a supervisory/management role within biomedical engineering, medical equipment or healthcare technology.
  
• Proven experience managing biomedical/field service engineers and technical teams.
  
• Strong experience in preventive and corrective maintenance.
  
• Experience managing SLAs, warranties and maintenance contracts.
  
• Experience in spare-parts management and service operations.
  
• Experience working with international medical equipment manufacturers.
  
• Experience in installation, commissioning and project implementation.
  
• Familiarity with service-management, CRM and/or ERP systems.
  

• Strong biomedical engineering and troubleshooting skills
  
• Medical equipment installation and commissioning
  
• Preventive and corrective maintenance
  
• Team leadership and people management
  
• Service contract and SLA management
  
• Customer relationship management
  
• Manufacturer and supplier coordination
  
• Spare-parts and inventory management
  
• Project management
  
• Budget and cost management
  
• Technical reporting and documentation
  
• Strong analytical and problem-solving ability
  
• Excellent communication and negotiation skills
  
• Strong commercial and customer-service orientation
  
• Ability to work under pressure and manage multiple priorities
  

Performance will be measured against:

• Equipment uptime and service reliability
  
• Service response and resolution times
  
• First-time-fix rate
  
• Preventive maintenance completion
  
• Service-ticket closure and ageing
  
• Installation and commissioning performance
  
• Customer satisfaction
  
• Reduction in repeat breakdowns
  
• Service-contract renewal and profitability
  
• Service revenue and cost management
  
• Spare-parts availability
  
• Team productivity and technical competency
  
• Safety, quality and regulatory compliance
  
• Accuracy and timeliness of technical documentation
  

A hands-on technical leader with strong medical equipment service experience, team-management capability and excellent customer-management skills is required.