Job Description
- Provide technical guidance, training, and mentorship to the distributor's field service engineers on product installation, maintenance, troubleshooting, and repairs. - Join service calls with distributor engineers to offer real-time support and ensure best practices. - Develop and implement training programs for the distributor's field service team. - Work with the distributor to identify and resolve service-related challenges. - Perform on-site repairs, inspections, and maintenance to ensure product functionality and patient safety. - Diagnose and resolve issues efficiently to minimize equipment downtime. - Provide loaner products or temporary solutions when needed. - Visit healthcare facilities to offer support, build relationships, and gather feedback. - Train hospital staff on equipment handling, maintenance, and malfunction prevention. - Present and explain service contract options and renewals to customers. - Document customer complaints and collaborate with the Quality Affairs team. - Work with internal teams and distributors to manage customer complaints and ensure quality management. - Follow and promote company quality management processes, ensuring compliance and continuous improvement. - Handle service requests and complaints professionally, prioritizing patient safety and customer satisfaction. - Establish an internal field service team in collaboration with the distributor to enhance customer support and patient safety.
Job Requirement
・Associate or Bachelor's Degree in Electrical Engineering, Mechanical Engineering, Automotive Engineering, Biomedical Engineering, or a related technical field. ・Minimum 5 years in technical service, field service, or related roles, ideally within the medical device or healthcare technology industry. ・Including in managerial role for 2 years. ・Strong troubleshooting and diagnostic skills, with the ability to analyze technical problems and develop practical solutions under pressure. ・Excellent verbal and written communication skills in English. ・Excellent in interpersonal skills for customer service and engagement ・Customer-focused mindset with the ability to build rapport and maintain long-term relationships. ・Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word). ・Familiarity with ticketing systems for managing service requests.