Service Engineer

Job Function

As the Service Engineer, reporting directly to the Manager-In-Charge, you will report to the Manager-In-Charge and take responsibility for the installation, commissioning, and maintenance of our comprehensive range of medical systems and products. This position requires a strong technical background and a commitment to providing exceptional customer service.

Primary Responsibilities

1. Diagnose and address system breakdowns efficiently, including preparing test equipment, trip planning, troubleshooting, procuring parts, and consulting with principal stakeholders as needed. Handle warranty claims effectively.
2. Lead the installation, commissioning, routine preventive maintenance, and upgrades of the complete range of company equipment according to established protocols and checklists.
3. Conduct thorough field testing and troubleshooting of medical systems to ensure optimal performance and reliability.
4. Build and maintain strong customer relationships by ensuring satisfaction with all repair and service activities.
5. Provide high-quality technical support and training to customers, perform standby duties, identify causes of equipment issues, and conduct routine maintenance based on performance metrics.
6. Assist in training and mentoring junior service engineers in troubleshooting and servicing equipment effectively.
7. Maintain accurate and comprehensive records of all service-related information necessary for management reporting and planning.
8. Act as a team leader during equipment installation projects, ensuring all tasks are completed efficiently and effectively.
9. Facilitate the delivery of sold equipment, ensuring a smooth transition from sale to installation.
10. Ensure proper installation and maintenance of company test equipment and spare parts, keeping them in optimal condition.

Secondary Responsibilities

1. Collaborate with service management on market surveys, internal training initiatives, service presentations, and accounts receivable activities.
2. Support service management in promoting and selling service contracts to enhance customer engagement.
3. Provide assistance in the operational activities of the branch as necessary.
4. Help oversee spare parts inventory and ensure accurate accounting.
5. Safety & Compliance:

• Ensure all activities adhere to safe operating procedures and maintain high standards of housekeeping within the service department.
• Comply with Quality Management System (QMS) requirements, including GDPMD and ISO standards.

Additional Responsibilities

1. Represent the company professionally to principals and customers, maintaining positive relationships with office staff through effective collaboration.
2. Engage in continuous learning to enhance knowledge of company products and develop personal management skills aligned with the company's objectives.
3. Champion departmental objectives and uphold the company’s product philosophy and mission.
4. Undertake other responsibilities as assigned to support departmental and organizational success.

Pre-requisite / Expectation:

• Education: Must possess at least a Bachelor's Degree in Engineering (Electrical, Electronic, Biomedical, Medical Electronic) or an equivalent field.
• Transport & Travel: Must have own car and be willing to travel outstation as required.
• Experience: Minimum of 2 years of relevant working experience in the healthcare industry.
• Skills: Strong analytical and troubleshooting abilities. Excellent communication skills for effective customer interaction and technical support.