Function as first contact for internal (i.e. sales reps, clinical specialists) and external customers & distributor inquiries related to product (known as Capital Equipment) troubleshooting in APAC
Create, manage and final closure of service cases in the Global Service Management System (GSMS)
Timely closure of service cases and achieve closure rate target
Monitor accuracy of install base data in GSMS with signaling function to responsible department
Create and assign work orders of Capital Equipment for field repair activities
Participate in Customer Satisfaction/Experience program
Main contact within CE Technical Service (TS) organization for advice on supported products and/or specific case information
Interact with a wide range of the BSC organization, in order to manage interventions
Practice excellent "good documentation practices" while recording activities in the Global Service Management System
Achieve and maintain proficiency in market-released and future products with affiliated proficiency level
Collaborate with relevant function to develop the content management of knowledge platform
Recommend and involve in the improvement project/NCEP/CAPA related to CE Technical Services and Support for APAC
Travel frequency: Occasional. Expected once a month to support field service work at local hospitals when required
Requirements
Process at least Degree in Biomedical/Mechatronics/Electronics Engineering or equivalent
Required language(s): English (Must), Mandarin (preferable), Bahasa Malaysia
At least 5 year(s) of relevant experience in healthcare industry or in technical support/field service experience handling biomedical equipment, medical devices, or related medical products
Experience with Service Management System such as: Salesforce, ServiceMax, Seibel, SAP Service Module
General knowledge and application of technical and business concepts, procedures, and practices
Computer literate
Skills required: Good social and communication skills
Creative thinking, innovative, logical, problem solver, multi-tasking
Good typing skills
Must be able to work in 8-hours shift, standby remote support during weekends and public holidays