Provides a high level of technical service including installations, commissioning , trouble shooting , bench and field repairs according to established standards, within a defined territory
Performs installations, preventive maintenance and repairs, according to the companies’ quality levels, following dedicated procedures, and using the specific checklists as appropriate and in a timely manner
Register outcome reviews of all handled procedures done on each machine
Collect and store data on server, accessible by clinical, R&D, marketing.
Handle all customer calls for technical issues and transmit non-technical questions to sales consultants, clinical, .. as appropriate.
Follow up on contracts to check expiration date and renewal
Generate service business within the territory as appropriate and work closely with sales to ensure Terumo BCT’s presence in territory.
Provide offer of maintenance contract to customer.
Assist pre-sales meetings for technical topics
Responsible and accountable for all assigned company assets.
Complete administration, documentation, and action report per organization policy and procedures
Assure the delivery and regular update of operators manuals (attached at the machine) at customer site
Work and collaborate effectively with colleagues, sales representatives, customer service representatives, clinical specialists, and customers.
Support training of customers, colleagues and distributors as per certified product knowledge and training capabilities
Communicates technical findings to appropriate in-house personnel (e.g. product specialist, marketing, medical affairs, field implementation)
Systems implementation in conjunction and coordination with the implementation specialist
Post sales support and first-line troubleshooting on TBCT machines and their applications and perform any other additional duties or projects as assigned
Maintenance contract definition
Negotiation of the contract contents with the customer
Coordination of non-contracted technical support (in conjunction with local sales team)
Planning and programming of the preventive maintenance operations, installation and corrective maintenance
Assure correct management of the invoicing of the technical interventions
Manage spare parts inventory and assist in the stock country periodically .
Responsible for capturing complaints, analyzing and providing solutions in compliance with global policies.
Ensure completion of all manadatory field upgrades and Field actions.
Manage and track service tools and equipment.
Manage spare parts inventory and review minimum and maximum stock levels.
Monitor all new parts released from HQ / Regional centres and inform relevant internal departments for stock replenishment.
Recommend spare parts inventory level & pricing for SEA Region
Interface with Commercial Operations
Work in conjunction with the Sales and Implementation teams to circulate relevant customer and equipment updates.
Support sales and implementation teams as necessary.
Provide onsite support for Middleware installations in the region and liaise with Technical Services Manager SEA on outcomes.
Negotiate service contracts with Direct Customers wherever required within SEA.
Direct reporting to Technical Services Manager - SEA for all equipment service related activities.
Provide monthly reports on Technical Service activity.
Provide monthly inventory usage reports to Logistics Department.
Manage all related documentation of installation, upgrades, Preventive Maintenance and other service reports.
Manage parts recalls, software fixes / upgrades and safety alerts when necessary.
Manage the Equipment Complaint reporting Process for entire region.
Monitor the Software updates as required fom time to time.
Support the GDPMDS and other Internal / External audit requirements.
Report and track the device related complaints for direct customers, escalate to Quality team and follow up with a close out report to customers on a timley basis.
Ensure 95% uptime for all devices in Singapore.
MINIMUM QUALIFICATION REQUIREMENTS
Bachelor / Diploma in Electronics / electrical / Biomedical from State / National University .
A solid experience in function as Bench Service Engineer, field service engineer or an other technical support function, preferably in the healthcare sector.
Strong analytical thinking as well as the ability to apply logical methods in identifying and solving technical problems.
Good team player
Demonstrates commitment to ongoing learning and professional development
Good oral and written communication skills
Fluent in English any other languages is an asset
Good Presentation skills
Good Office IT skills
An equivalent competency level acquired through a variation of these qualifications may be considered.
Typical Office Environment requirements include : reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Additional Physical Requirements
Travel required (up to 50%)
Our company has almost $1B in annual revenues and has been voted and recognized as :
Largest corporate sponsor in Rocky Mountain Region for Leukemia and Lymphoma Society (LLS)
Winner of the Association for Talent Development (ATD) BEST Award for providing exceptional employee learning and talent development (2011 & 2012)
One of Colorado’s Healthiest Employers by Denver Business Journal (2014 & 2015)
Recipient of the Way to Go Employer award through the Denver Regional Council of Governments (DRCOG) 2015
Our award-winning culture embraces :
Leading technology through innovation and R&D
Commitment to quality
An environment that values, respects and rewards your individual contributions
A philosophy of intentional growth and responsiveness to world health issues
Click Here to see what our associates have to say about our culture.
Each associate has a positive impact on our future by :
Connecting to the lives of the patients we ultimately serve
Growing through professional and leadership development activities
Sharing company success through incentive plans
If you are the best at what you do and want to do work that is changing the delivery of healthcare globally, we invite you to work with us now to see how we can unlock your potential.
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