Technical Support Engineer (Medical & Security)

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.

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