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Position Overview
The Service Administration Lead will oversee and enhance service administration operations across the APAC region, with a primary focus on South Asia. This role is responsible for ensuring efficient service processes, effective contract and billing management, and seamless operational support to service teams. The position plays a key role in driving customer satisfaction, operational excellence, and regulatory compliance within Integra Lifesciences.
Key Responsibilities
Service Operations - Oversee regional service administration operations, ensuring efficient execution of service processes, timely closure of service requests, and adherence to global operational standards. Drive operational excellence initiatives and implement standardized processes across the region.
Team Coordination - Provide guidance, and day-to-day directions to service administration people. Support team development, workload prioritization, performance monitoring, and cross-functional coordination to ensure high service efficiency and customer satisfaction.
Contract & Commercial Operations - Own the end-to-end management of service contracts, including quotations, renewals, amendments, and closures. Oversee accurate and timely invoicing for service contracts, spare parts, and labor charges in coordination with finance, sales, and field service teams.
Process Governance & Continuous Improvement - Identify operational gaps, develop process improvement initiatives, and implement best practices to enhance productivity, compliance, and service quality. Ensure adherence to internal controls, company policies, and audit requirements.
Install Base & Data Governance - Lead initiatives to maintain accurate and up-to-date install base records across the region. Collaborate with sales teams, distributors, and field service engineers to establish strong data governance and reporting processes.
Spare Parts Planning & Inventory Coordination - Work closely with service, repair, and supply chain teams to optimize spare parts forecasting, inventory planning, and availability. Monitor parts utilization trends and support strategic inventory decisions to minimize service downtime.
Service Centre Operation - Supervise service centre administrative operations to ensure smooth execution of repair, logistics, documentation, and customer communication activities. Drive operational discipline and efficiency within service centre functions.
Cross-Functional & Global Collaboration - Act as the primary escalation point for regional service administration matters and collaborate closely with field service, sales, distributors, and global service teams. Align regional practices with global service strategies and operational objectives.
Reporting, KPI Management & Analytics - Monitor and analyze key service performance indicators such as turnaround time, contract renewals, billing accuracy, response time, and service productivity. Present insights and recommendations to leadership using tools such as Oracle, SFDC, and Power BI.
Quality & Regulatory Compliance - Ensure full compliance with all applicable quality standards, regulatory requirements, and company procedures related to medical device servicing and documentation.
Special Tasks: From time to time, you may be assigned additional responsibilities, including project-based tasks, depending on business needs. These assignments are temporary in nature and do not constitute entitlement to a higher position or additional compensation.
Qualifications & Experience:
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Bachelor’s degree in business administration or a related field.
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10+ years of experience in service operations or service administration, preferably in the medical equipment or healthcare industry.
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Proven experience managing regional or multi-country teams.
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Strong knowledge of service operations, contract management, and billing processes.
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Hands-on experience with ERP/CRM systems such as SAP, Oracle, or Salesforce.
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Excellent leadership, stakeholder management, and communication skills.
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Strong analytical and problem-solving abilities in a fast-paced environment.
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Experience in preparing and delivering presentations.
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Knowledge of Good Documentation Practices (GDP).
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Proficiency in Microsoft Office and other IT systems.
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Fluency in English; additional languages are an advantage.
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Ability to adhere to company procedures, standards, and regulatory requirements.
Unsolicited Agency Submission
Integra LifeSciences does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. A formal written agreement is required before engaging any agency, and it must be executed and authorized by the Vice President, Talent Acquisition. Where agency agreements are in place, introductions (the initial sharing of a candidate’s name, resume, or background) are position-specific and may only occur within the scope of that approved agreement. Please, no phone calls or emails.
