Field Service Engineer, Diagnostics, Hong Kong & Macau

Hong Kong

Duties & Responsibilities

• Provide installation, debugging, maintenance, repair, and upgrading of products at assigned sites.

• Support Sales with pre-sales activities including but not limited to demonstration system setup and configuration, trade shows, and tender responses.

• Ensure frequent & fluent communication with customers to enhance customer satisfaction.

• Manage Service Key Performance Indicators (KPIs) including Net Promoter Scores (NPS) by reviewing trends, suggesting changes for improvements, and achieving results.

• Become a technical expert and good communication skills to share experiences to team.

• Schedule and manage preventive maintenance and unscheduled visits to installed base sites.

• Complete work reports timely and document repair / resolution of customer complaints.

• Determine correct inventory levels of spare parts with supply lines, manage exchange of parts and ensure to return required parts to the factory timely

• Document repair / resolution of customer calls in CRM system and escalate issues to management as needed.

• Work with application team to resolve quality issues and advise of issues and developments.

• Advise management of issues and developments

• Good team player to support team members when needed.

• Able to service in the weekends. (infrequent)

• Ensure instrumentation is compliance with regulatory requirements and quality control standards.

Qualification & Experience

• Bachelor’s degree in Bio-Medical Engineering, Electronic Engineering, computer science or related technical discipline is required.

• At least 2 years of experience in a field service position working with customers to resolve problems related to mammography, ultrasound or related medical equipment preferred.

• Strong computer literacy.

• Able to travel and work independently.

• Must be capable of multi-tasking, setting priorities and scheduling work activities.

• Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments.

• Position requires the ability to be “on call” after normal working hours.

• Excellent communication and interpersonal skills, including excellent English skills (spoken & written)

• Must be able to lift a minimum of 50 pounds

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