Field Service Engineer

Job Purpose

This role provides comprehensive after-sales technical support for medical products, ensuring optimal device performance and efficient clinical workflow. Responsibilities include maintenance, repair, and technical troubleshooting, as well as software setup and integration during system implementation. The role also requires basic IT knowledge to resolve issues related to connectivity, network configuration, and application support.

Key Responsibilities

1. Technical Support & Service Operations

• Coordinate and perform delivery, installation, testing, and commissioning (T&C) at customer sites in collaboration with internal teams.
• Provide prompt response to technical issues, including troubleshooting and onsite service support.
• Diagnose, analyse, and resolve technical faults to ensure effective solutions for customers.
• Prepare and maintain service-related documentation, including repair reports, quotations, warranty records, and maintenance contracts.
• Update service activities and case details in the service system for tracking and escalation purposes.
• Execute maintenance and repair tasks using the Computerized Maintenance Management System (CMMS) and generate service reports.
• Plan and manage travel schedules, including outstation assignments when required.

2. Software & System Integration

• Support software installation, configuration, and system integration during product setup.
• Provide basic IT troubleshooting for system, software, and network-related issues.

3. Sales & Service Support

• Support preparation of preventive maintenance (PPM) contracts and repair quotations.
• Identify opportunities to promote service solutions and support revenue growth.
• Achieve assigned service-related performance targets.

4. Training & Events Support

• Assist in conducting basic product training for customers.
• Support product demonstrations, exhibitions, and marketing events when required.

5. Administrative & Operational Duties

• Support credit collection related to service jobs and maintenance contracts.
• Ensure proper documentation and compliance with service procedures.

Education & Experience

• Diploma or Bachelor’s Degree in Biomedical Engineering, Electrical Engineering, or related technical field.
• Minimum 3 years of experience in technical service, maintenance, or engineering support roles.

Skills & Attributes

• Strong technical troubleshooting and analytical skills.
• Positive attitude with willingness to learn.
• Good communication and teamwork skills.
• Ability to travel extensively within Malaysia.
• Possess valid manual driving license.