Senior Service Engineer, SEA
Terumo BCT INC
Singapore, SG
17h ago

JOB SUMMARY

Provides a high level of technical service including installations, commissioning , trouble shooting , bench and field repairs according to established standards, within a defined territory

ESSENTIAL DUTIES

  • 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.
  • Inventory Management

  • 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.
  • Reporting

  • 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.
  • Quality

  • 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

    Education

    Bachelor / Diploma in Electronics / electrical / Biomedical from State / National University .

    Experience

    A solid experience in function as Bench Service Engineer, field service engineer or an other technical support function, preferably in the healthcare sector.

    Skills

  • 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
  • Customer-oriented
  • An equivalent competency level acquired through a variation of these qualifications may be considered.

    PHYSICAL REQUIREMENTS

    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
  • Wellness programs
  • 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.

    Job Segment : Medical, Electronics Engineer, Electrical, Engineer, Middleware, Healthcare, Engineering, Technology

    Apply now

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form