Job Description

Your Role

This position is to deliver service excellence for the product portfolio assigned. The incumbent is responsible for providing service support function to sales team including demo, exhibitions and trade shows. This is not limited to technical support such as providing installation, commissioning, repair, calibration, and preventive maintenance services to customers. This role needs to collaborate effectively with back office in fulfilling service deliverable schedules and ensure all protocols are executed timely.

Your responsibilities will include:

• Perform technical support and customer care activities including diagnosis and troubleshooting

• Engage in repair, installation, calibration, commissioning and after sales maintenance service to the customer (usually at customers’ sites)

• Perform technical support such as servicing and commissioning for the sales team during seminars, demo, exhibitions, and workshops which are usually conducted during weekends

• Perform LAN integration and resolve connectivity issues pertaining to medical devices and data management systems, o computer Operating System / Security / Fire wall settings

• Perform troubleshooting on device / software on workstation pc using remote software tools

• Collect market competitive intelligence data

• Support company’s revenue by growing and selling service contracts including ensuring parts sale are profitable

• Responsible for all KPIs as agreed including NPS, CSI, response and resolution time

• Timely report to Service Manager in case there are systemic quality issues

• Proactively fulfilling customer satisfaction objectives such as ensuring excellent customer interaction at all touch points

Job Requirements:

• At least a Degree in Electrical & Electronic Engineering / Biomedical Engineering or relevant qualification

• Minimum 4 to 6 years of experience in medical equipment technical support including troubleshooting and diagnosing technical hardware, computer and IT knowledge

• Knowledge with networks, healthcare IT, Data Mgt / Patient Mg systems necessary

• Possess excellent teamwork and interpersonal skills with a strong emphasis on good analytical skills.

• Passion for customer success and focus on creating value for customer

• Demonstrated initiative through problem-solving, system thinking and prioritization

• Sound ability to troubleshoot and manage complexity

Your ZEISS Recruiting Team: