Customer Success/FAE - Medical Devices

Job Summary

The FAE will be the primary technical expert and problem-solver for our distributors and end-users in Singapore and the surrounding region. This role is critical for ensuring customer satisfaction, product reliability, and continuous improvement.

Key Responsibilities

1. Post-Sales Technical Support & Problem Resolution

• Rapidly respond to and resolve complex technical inquiries and issues from distributors and end-users related to our medical devices.

• Develop and maintain detailed technical reports, case study documentation, and knowledge base articles to capture and share critical learnings.

2. Technical Collaboration & Product Optimization

• Work closely with the R&D and Quality Assurance teams in headquarters, providing structured feedback from the field to drive product design improvements, upgrades, and reliability enhancements.

• Analyze post-market failure trends and data to identify patterns, and propose preventive maintenance strategies and solutions to reduce the recurrence of issues.

3. Distributor Technical Enablement

• Proactively train, coach, and empower distributor technical teams on product functionality, troubleshooting methodologies, and repair procedures to build their self-sufficiency.

• Develop and refine clear, standardized technical documentation, including FAQs, troubleshooting guides, and best practice manuals.

4. Customer Relationship Management

• Participate in technical meetings with key clients and KOLs (Key Opinion Leaders), providing expert insights and building strong, trust-based relationships.

• Act as a central coordinator, mobilizing internal resources (R&D, Quality, Logistics) to ensure complex technical and logistical issues are resolved efficiently and closed-loop.

 Candidate Requirements

1. Bachelor’s degree or higher in Biomedical Engineering, Electronics, Mechanical Engineering, or a related technical field.

2. Excellent verbal and written communication skills in English. Proficiency in other languages is a strong plus.

3. Minimum of 3-5 years of experience in a Field Application Engineer (FAE), Technical Support Engineer, or similar customer-facing technical role.

4. Proven hands-on experience with hardware/software troubleshooting, RCA, and technical documentation.

5. Proven ability to proactively identify problems, own the issue, and drive solutions to completion.

6. Strong sense of responsibility, initiative, and action-oriented mindset.

7. Excellent problem-solving skills and ability to work efficiently under pressure.