Adrian Tan

Oversee the establishment and current operations of the Regional Service Repair Center, including the development and implementation of operational standards, policies, and procedures. Lead and manage the future operations of the Service Center, with a focus on enhancing customer experience and driving sustainable business growth.

• People Leadership: Managed direct reports and cross-functional project teams across APAC, driving high performance, collaboration, and alignment with corporate objectives.
• Service Excellence: Consistently achieved and exceeded service KPIs and customer satisfaction metrics, strengthening customer loyalty and retention.
• Strategic Growth: Developed and executed commercial and technical service strategies, driving double-digit growth in technical service revenue through multi-channel offerings.
• Operational Standards: Implemented and enhanced policies, procedures, and risk management frameworks, securing BizSafe 3 accreditation and ensuring global regulatory compliance.
• Financial Innovation: Designed and launched new financial service models (placement, evaluation, capital, hybrid) to expand service revenue streams and support business scalability.
• Data & Analytics: Rolled out Power BI dashboards across APAC to track installed base growth, service KPIs, and contract penetration, enabling data-driven decision-making.
• Continuous Improvement: Led initiatives to resolve operational issues, streamline procedures, and improve product support, resulting in enhanced efficiency and reduced downtime.
• Training & Development: Developed and delivered technical training programs across APAC, elevating workforce capability and ensuring consistent service delivery standards.
• Resource Optimization: Forecasted and managed cost, time, and resources for installations, upgrades, and technical services, ensuring timely execution and optimal allocation.
• Global Leadership: Served on the Global Services Leadership Team, collaborating with the EVP and global leaders to build a world-class service and software platform that drove business deliverables worldwide.

• Field Service Transformation: Led the transformation and operations of APAC field service, driving efficiency, scalability, and improved customer support across multiple markets.
• Team Leadership: Built, led, and developed a high-performing team of 25 field engineers across APAC, enhancing service delivery capabilities and regional coverage.
• Training & Capability Building: Designed and rolled out an APAC-centric robotics engineering training curriculum; planned and facilitated technical trainings and workshops to upskill field teams.
• Process Excellence: Developed and implemented new engineering and quality processes tailored for APAC operations, ensuring consistency, compliance, and service excellence.
• Portfolio Management: Drove the robotics service portfolio and field engineering management strategy, aligning with business growth and customer demands.
• Supply Chain Optimization: Led the implementation of the regional distribution center spare parts safety stock project, improving service readiness and reducing downtime.
• Digital Transformation: Successfully launched and integrated SFDC (ServiceMax) across APAC to automate field service metrics tracking and commercial pipeline visibility.
• Led and overachieved all Robotics after-market service KPIs and service revenue.
• Led robotics product launches in APAC.

• Domain Expertise: Specialized in Diagnostic Imaging products in Cardiology and Nuclear Medicine, providing technical leadership across APAC.
• Regional Operations: Directed technical service operations across APAC, driving service excellence and standardization of operational processes.
• Team Leadership: Managed local teams of service engineers and application specialists, with indirect oversight across Israel and Europe; provided coaching, mentoring, and performance leadership.
• Strategic Reporting: Reported directly to the Vice President of Services, contributing to regional operational strategy and developing plans to expand service opportunities within APAC.
• Process Excellence: Designed and implemented service operations workflows and models to optimize efficiency and service delivery.
• Cross-Functional Collaboration: Partnered with Field Applications, R&D, Production, and Logistics teams to enhance customer satisfaction and resolve complex technical challenges.
• Digital Transformation: Successfully implemented SFDC (ServiceMax) in APAC to streamline service operations and improve commercial pipeline visibility.
• Performance & Efficiency: Established continuous improvement plans to enhance technical efficiency, engineer productivity, and customer satisfaction.
• Supply Chain Management: Oversaw APAC warehouse spare parts safety stock management to improve service readiness and minimize downtime.
• KPI & Financial Leadership: Achieved service KPIs, P&L objectives, and operational delivery targets across the region.
• Training & Development: Developed and delivered technical training programs for distributors, strengthening technical capacity and service quality on a recurring basis.

• Domain Expertise: Specialized in IVD instrument automation for laboratory operations, providing technical and service leadership across APAC.
• Regional Service Management: Directed service operations for both distributors and subsidiaries across APAC, overseeing pricing, technical support, and training development.
• Operational Leadership: Managed daily service operations, implementing action plans to strengthen customer focus and service responsiveness.
• Project Delivery: Led project planning and execution for new instrument installations locally and across APAC, ensuring timely and successful deployment.
• Revenue & KPI Achievement: Drove service revenue generation while managing operations to consistently achieve KPIs and business objectives.
• Customer Support: Responded to emergency service requests, conducting root cause analysis to ensure timely resolution and minimize downtime.
• Training & Capability Development: Designed and delivered regional training classes for distributors and subsidiaries, enhancing technical competencies across APAC.
• Contract & Commercial Management: Negotiated service contracts with direct customers, distributors, and subsidiaries, aligning service agreements with business strategy.
• Supply Chain & Logistics: Managed APAC stock inventory and logistics operations to support efficient service delivery.
• Team Leadership: Led and developed a core team of 12 engineers supporting APAC, driving technical excellence and customer satisfaction.
• Compliance & Quality: Implemented service operation policies to support and comply with internal and external audit requirements.

• Domain Expertise: Specialized in Nuclear Medicine, Radiopharmaceuticals, Molecular Imaging, Cyclotron/Chemistry systems, and PET/CT products.
• Service Delivery: Managed customer accounts and executed equipment installation, IQ/OQ/PQ validation, maintenance, operation, repair, and modification within assigned territories.
• Preventive Maintenance: Designed and implemented preventive maintenance programs, ensuring optimal equipment performance and maintaining accurate service records.
• Customer Support & Troubleshooting: Responded to emergency service requests, conducted root cause analysis, and executed corrective and follow-up action plans to minimize downtime.
• Regional Technical Leadership: Provided onsite and remote technical/engineering support across APAC for specialized product portfolios.
• EHS & Safety Compliance: Led and managed regional Environmental, Health & Safety (EHS) initiatives, including radiation safety hazard management.
• Project Management: Planned and executed installation projects for new equipment, overseeing the entire installation-planning phase to ensure seamless delivery.
• Customer Experience: Proactively managed customer expectations, delivering one-stop solutions to enhance overall customer satisfaction.
• Product Improvement: Collaborated with product teams to recommend and implement design changes that improved equipment efficiency and reduced operating costs.

• Domain Expertise: Specialized in surgical and non-surgical OT products (pendants, sterilizers), critical care products in ICU (Prismaflex, Prisma), and urology care products (uroflowmetry).
• Service Operations: Performed preventive maintenance, calibration, troubleshooting, breakdown service calls, and commissioning of medical equipment for hospital use.
• Downtime Management: Minimized equipment downtime through timely diagnosis, repair, and proactive maintenance strategies.
• Clinical Support: Assisted doctors and nurses during procedures, ensuring safe and effective equipment usage.
• Training & Education: Conducted product training sessions for nurses and nurse managers across both private and government hospitals.
• Customer Engagement: Organized product exhibitions and seminars to strengthen product adoption and clinical awareness.
• Documentation: Prepared and submitted accurate service reports to maintain compliance and service traceability.

• Equipment Maintenance & Service: Performed preventive maintenance, calibration, troubleshooting, breakdown service calls, and commissioning of medical equipment used in patient care.
• Vendor Coordination: Liaised with vendors to ensure smooth commissioning and setup of medical equipment.
• Inventory & Procurement Management: Maintained medical equipment inventory and managed purchase order (PO) processes to ensure availability of critical equipment and supplies.