Field Service Engineer - Growth (Malaysia & VIP)

Responsibilities

• Technical Support & Service Delivery
• Serve as the first line of response for remote and on-site technical inquiries, complaints, and service requests.
• Perform installation, commissioning, decommissioning, and routine preventive maintenance in line with company SOPs.
• Troubleshoot product and system issues across hardware and software platforms, ensuring timely and accurate resolution.
• Support equipment handover, documentation, and logistics coordination.
• Customer Engagement & Training
• -Provide technical instruction and operational training to biomedical engineers and clinical users.
• -Foster trust and credibility with healthcare providers and distributor partners through consistent, high-quality support.
• -Maintain accurate service documentation, including field reports, complaint logs, and maintenance records.
• Growth Impact & Commercial Enablement
• Actively identify and support service-related revenue opportunities during site visits and remote interactions.
• Collaborate with Sales and Marketing teams to promote enhanced service offerings, such as service contracts, upgrades, and accessories.
• -Influence buying decisions by demonstrating the long-term value of preventive care, uptime, and performance reliability.
• Contribute to achieving regional service growth targets by enhancing customer loyalty and expanding the service footprint.
• Support pre-sales technical input and tender submissions in alignment with commercial teams.
• Collaboration & Continuous Development
• -Participate in internal technical training, product updates, and service calls.
• -Share best practices and support regional service engineers as needed.
• -Stay informed on new tools, technologies, and procedures to continuously improve field performance.

Requirements

• -Degree or diploma in Biomedical, Electronics, Medical Technology, or a related technical field.
• 1-3 years of field service experience, preferably within the Medical Devices, Diagnostic Equipment, or Healthcare Technology sectors.
• -Proven hands-on expertise in installation, troubleshooting, repair, and preventive maintenance of electromechanical or digital medical devices.
• -Prior experience working with Smith+Nephew capital equipment or equivalent serviceable devices from leading OEMs is highly desirable.
• -Familiarity with regulatory and compliance standards (e.g., ISO 13485, EU MDR) in the servicing of medical devices.
• -Demonstrated ability to support service sales, promote contracts, and highlight value-added services during field visits.
• -Proficient in using CRM, or other field service management systems.
• -Strong verbal and written communication skills in English.
• -Skilled in building trust-based relationships with customers, distributors, and internal cross-functional teams.
• -Ability to work independently, prioritize tasks, and operate effectively in a matrixed organization.
• -Capable of providing basic technical training to end-users or biomedical engineers on-site.
• -High attention to detail in documenting maintenance, complaint handling, and service visit reports.
• -Experience using remote support tools, diagnostic platforms, or mobile service applications is a plus.
• Ability to prepare clear, concise presentations and reports for management meetings and business reviews, effectively communicating technical issues and service performance
• Valid driver's license and willingness to travel up to 50% domestically and occasionally regionally.
• Certifications in Six Sigma are advantageous.
• Travel: 30% regional/market travels.
• Physical Demands: Regular lifting, travel, and on-site work in hospital environments may be required.
• You. Unlimited.
• We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.
• Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website (https://www.smith-nephew.com/)
• Your Future: Generous annual bonus and pension Schemes, Save As You Earn share options.
• Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!
• Your Wellbeing: Private Health and Denta

Benefits

Additional Information

Life Unlimited. At Smith+Nephew, we craft and manufacture technology that takes the limits off living. As a Field Service Engineer - Growth, you will be at the heart of that mission. More than just a technical expert, you will act as a trusted partner to our customers, delivering exceptional service support while playing a direct role in driving business growth across the region. Whether solving complex issues remotely or on-site, you'll be instrumental in strengthening our service footprint, elevating customer satisfaction, and unlocking new opportunities for value creation. This is an exciting opportunity for a technically skilled, service-minded professional who is ready to grow their career in a dynamic and impact-oriented environment.

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