Technical Support Engineer (Medical & Security)

Key Responsibilities:

• Responsible for the servicing and maintenance of Medical & Security products on-site to ensure satisfactory performance of the company’s products.

• Perform installation, terminations, testing and commissioning, and smooth operation of the Company’s product at customer’s site.

• Respond promptly to service and fault calls in accordance to Service Level Agreement (SLA).

• Provide pre-sales and post-sales applications support, technical advice, equipment demonstrations or product training /seminars to customers and channel partners.

• Plan maintenance schedules and perform maintenance, repair and other service support to customers in accordance to SLA and advise end-users of potential problems and following up as needed.

• Engage with end-users to better understand the challenges they encounter with the Company’s products and relay feedback to the Technical Support team and/or supplier for resolution.

• Provide support to reporting superior in setting short-term objectives for the department in line with the Company’s objectives.

• Work closely with company sales team to support the smooth operation of the company’s products.

• Prepare quotation for any repair spare parts.

• Raise purchase orders for spare parts to suppliers and process warranty claims.

• Comply with the company’s governance and safe work procedures at all times.

• Any other ad-hoc duties as assigned by the Reporting Manager.

Competence (Knowledge, Skills and Abilities):

• Familiarity with the Singapore healthcare and inspection security sectors and their operating environment.

• Good understanding of ISO13485 standards.

• Skilled in trouble shooting technical problems related to the company’s products.

• Ability to engage and support end-users with a collaborative, solutions-focused approach.

• Assess and advise end-users on product maintenance needs, ensuring recommendations align with reasonable industry standards.

Requirements:

• Strong technical knowledge with and certification on in-house products.

• Capable of managing routine tasks and confidently handling moderately complex assignments.

• Able to make independent decisions within the scope of assigned authority

• Capable of solving and troubleshooting most issues by adhering to provided guidelines and best practices.

• Works independently within guidelines, defined procedures and direction.

Personal Attributes:

• Communicates effectively and delivers good customer service.

• Works well in cross-functional teams and values collaboration.

• Self-driven, resourceful and focused on achieving outcomes.

• Shows consistency and reliability in following up on tasks.

• Committed to fulfilling customer requirements in line with the SLA.
  
  

Education & Experience:

• Minimum Diploma or equivalent in Biomedical, Security Technology and other related studies

• Minimum 5 years’ experience in the relevant industry.